Job Title: French Language IT Service Desk Analyst (L1)

Location: Pune

Work Mode: Work From Office (5 Days)

Shift: UK Shift (10x5 Support Window)

Experience: 2+ Years

Job Summary

We are looking for a French-speaking IT Service Desk Analyst to provide Level 1 technical support to end users. The ideal candidate should possess strong French communication skills along with hands-on experience in Service Desk operations, Microsoft 365 support, Active Directory, VPN troubleshooting, and Windows desktop support.

Key Responsibilities

- Act as the first point of contact for IT incidents and service requests.
- Provide L1 support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, printers, VPN, and business applications.
- Log, categorize, prioritize, and track incidents using ITSM/ticketing tools.
- Perform troubleshooting and resolve issues within defined SLAs.
- Escalate unresolved issues to Level 2/Level 3 support teams.
- Support users through phone, email, chat, and remote support tools.
- Manage user accounts, password resets, access requests, and Active Directory-related activities.
- Monitor ticket queues and ensure SLA compliance.
- Maintain incident documentation, knowledge articles, and troubleshooting guides.
- Participate in shift handovers and continuous service improvement initiatives.
- Follow ITIL-based Incident,



Request, and Problem Management processes.

Required Skills

Mandatory

- French Language proficiency (B2/C1 level or above).
- Excellent verbal and written communication skills in French and English.
- Experience in IT Service Desk / Technical Support / Helpdesk.
- Microsoft 365 (Outlook, Teams, OneDrive).
- Active Directory.
- Windows 10/11 support.
- VPN and Remote Access troubleshooting.
- ITSM/Ticketing tools (ServiceNow, Jira, Remedy, etc.).
- Basic networking knowledge (LAN/WAN/Wi-Fi, DNS, DHCP).

Preferred
- ITIL knowledge or certification.
- Azure AD / Entra ID exposure.
- Knowledge of German and/or Italian is an added advantage.

Qualifications
- Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related field.
- French certification from Alliance Franaise / DELF / DALF preferred.

What We're Looking For
- Strong customer service mindset.
- Excellent troubleshooting and problem-solving skills.
- Ability to work in a fast-paced support setting.
- Strong ownership and incident management skills.
- Willingness to work in Pune from office in the specified shift.

Interested candidates with French B2/C1 certification and IT Service Desk experience are encouraged to apply.

📌 French Language IT Service Desk Analyst (Pune)
🏢 Zensar
📍 Pune