French Service Desk (Kanpur)

17 Jun

HCLTech

Kanpur

17 Jun

HCLTech

Kanpur

Role Title: Service Desk Analyst – L1 (French Support)Experience: 0–3 YearsLocation: Lucknow (IP)Shift: 24×7 / RotationalRole 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 requirementsKey ResponsibilitiesProvide first-level technical support to users in French via calls, emails, and chatLog, categorize, and prioritize incidents/service requests in ITSM tools (e.g., ServiceNow)Perform initial troubleshooting and resolution for issues related to:Windows OS, MS Office, OutlookVPN, printers, and basic networkingUser accounts (password resets,

access issues)Follow standard operating procedures and knowledge base articles to resolve incidentsEnsure first call resolution (FCR) wherever possibleEscalate unresolved/complex issues to L2/L3 teams as per defined processMaintain accurate documentation of tickets and user interactionsMonitor ticket queues and meet SLA/KPI targetsProvide regular updates to users on ticket statusContribute to knowledge base and process improvement initiativesRequired SkillsBasic knowledge of:Windows OS / Microsoft 365Active Directory / Exchange (basic)Networking fundamentalsITSM tools (ServiceNow, Remedy, etc.)Understanding of ITIL processes (Incident/Request Management)Language SkillsFrench: B2 / C1 (mandatory)Qualifications - Graduate (any discipline) – IT background preferred

📌 French Service Desk (Kanpur)
🏢 HCLTech
📍 Kanpur

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