Language Skills (Mandatory):

- Fluent French language proficiency (spoken and written) is mandatory.
- Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French.
- Solid English communication skills for collaboration with global support teams and internal stakeholders.
- Knowledge of German and/or Italian will be considered an added advantage.
- French language proficiency (B2/C1 level or equivalent) is mandatory.

- Key Responsibilities
- Act as the first point of contact for all IT-related incidents and service requests.
- Log, categorize, prioritize, and track tickets using the ITSM tool.
- Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
- Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles.
- Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required.
- Monitor ticket queues and ensure SLA compliance.
- Communicate effectively with Swiss users through phone, email, chat, and ticketing systems.
- Maintain accurate documentation of incidents, resolutions,



and workarounds.
- Participate in shift handovers and operational reviews.
- Contribute to knowledge management and continuous service improvement initiatives.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Create and update support documentation in accordance with standards to improve future troubleshooting efforts
- Follow ITIL-based processes for Incident, Request, and Problem Management.

Required Skills & Qualifications

- Bachelor's degree or diploma in Computer Science, IT, or related field.
- Experience in IT Service Desk or Technical Support.
- Good understanding of:
- Windows 10/11
- Microsoft 365 (Outlook, Teams, OneDrive)
- Active Directory
- VPN and Remote Access Solutions
- Network fundamentals (LAN/WAN/Wi-Fi)

📌 SERVICE DESK-French (Pune)
🏢 Zensar
📍 Pune