Service Desk Specialist

Job Description:

Service Desk Engineer

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