Service Desk Specialist

2 weeks ago

uttar pradesh, India HCLTech Full time

Job Description:

We are seeking a highly motivated Service Desk Engineer who is fluent in French to join our IT support team. This role will involve providing first-line technical support to our users, troubleshooting IT issues, and ensuring timely resolution of service requests. As a Service Desk Engineer, you will be the first point of contact for end-users and will be responsible for diagnosing and resolving IT-related issues, either remotely or in person. The ideal candidate will have excellent technical skills, a customer-focused attitude, and the ability to communicate effectively in both French and English.


Responsibilities:

  • Provide first-line technical support to end-users, ensuring issues are diagnosed and resolved promptly.
  • Serve as the primary contact for French-speaking users, delivering support in both French and English.
  • Log and manage service requests, incidents, and problems in the service management tool.
  • Troubleshoot hardware and software issues, including desktops, laptops, mobile devices, and peripherals.
  • Assist with user account management, including password resets, permissions, and access issues.
  • Maintain knowledge of IT systems, applications, and tools to provide effective solutions.
  • Escalate complex issues to higher-tier support teams when necessary.
  • Ensure all requests and incidents are tracked and resolved within service level agreements (SLAs).
  • Provide remote support through remote desktop tools and other communication methods.
  • Collaborate with other IT support teams and departments to improve the overall user experience.
  • Maintain an up-to-date knowledge base for users to access self-help resources.
  • Participate in IT projects and improvements as required, including software rollouts and system upgrades.
  • Provide clear communication and updates to users on the status of their requests and issues.
  • Contribute to the overall improvement of IT service delivery by suggesting improvements to processes and workflows.

Requirements:

  • Fluent in French (written and spoken), with a strong ability to communicate technical information clearly to non-technical users.
  • Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • Minimum of [X] years of experience in a Service Desk or IT support role.
  • Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.
  • Familiarity with IT service management tools (e.g., ServiceNow, JIRA, or similar platforms).
  • Excellent problem-solving and troubleshooting skills.
  • Strong customer service skills with a focus on delivering high-quality support.
  • Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
  • Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
  • Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.


Location: Noida


Mandatory: Good Communication in FRENCH Language and Ticketing Tools Knowledge (ServiceNow Preferred)


If you are interested sent your CV to i.aashik@hcltech.com

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