Job Description
Role Title: Service Desk Analyst – L1 (French Support)
Experience: 0–3 Years
Location: Lucknow (IP)
Shift: 24×7 / Rotational
Role Overview: The Service Desk L1 Analyst is the first point of contact for end users, providing technical support in French via phone, email, and chat. The role involves incident logging, troubleshooting basic IT issues, and ensuring timely resolution or escalation in line with SLA requirements
Key Responsibilities
Provide first-level technical support to users in French via calls, emails, and chat
Log, categorize, and prioritize incidents/service requests in ITSM tools (e.g., Service Now)
Perform initial troubleshooting and resolution for issues related to:
Windows OS, MS Office, Outlook
VPN, printers, and basic networking
User accounts (password resets, access issues)
Follow standard operating procedures and knowledge base articles to resolve incidents
Ensure first call resolution (FCR) wherever possible
Escalate unre...
Experience: 0–3 Years
Location: Lucknow (IP)
Shift: 24×7 / Rotational
Role Overview: The Service Desk L1 Analyst is the first point of contact for end users, providing technical support in French via phone, email, and chat. The role involves incident logging, troubleshooting basic IT issues, and ensuring timely resolution or escalation in line with SLA requirements
Key Responsibilities
Provide first-level technical support to users in French via calls, emails, and chat
Log, categorize, and prioritize incidents/service requests in ITSM tools (e.g., Service Now)
Perform initial troubleshooting and resolution for issues related to:
Windows OS, MS Office, Outlook
VPN, printers, and basic networking
User accounts (password resets, access issues)
Follow standard operating procedures and knowledge base articles to resolve incidents
Ensure first call resolution (FCR) wherever possible
Escalate unre...