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

Location: Pune (Work From Office - 5 Days)

Shift Timing: UK Shift

Experience: 2+ Years

Job Summary

We are looking for a French-speaking IT Service Desk Analyst to provide Level 1 support to end users and act as the first point of contact for IT incidents and service requests. The ideal candidate should have strong French communication skills along with hands-on experience in Microsoft 365, Active Directory, ServiceNow, VPN, Windows support, and end-user troubleshooting.

Key Responsibilities

- Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
- Act as the first point of contact for IT incidents and service requests via phone, email, chat, and ticketing tools.
- Log, categorize, prioritize, and track incidents using ServiceNow or other ITSM tools.
- Troubleshoot Windows 10/11, Outlook, Teams, OneDrive, and Microsoft 365-related issues.
- Perform Active Directory user administration activities including password resets, account unlocks, user provisioning, onboarding, and offboarding.
- Manage Office 365 user administration, shared mailbox access, distribution lists, and permission management.
- Provide remote support and achieve first-call resolution wherever possible.
- Escalate unresolved issues to Level 2/Level 3 support teams.
- Monitor ticket queues and ensure SLA compliance.




- Create and maintain knowledge base articles, process documentation, and troubleshooting guides.
- Follow ITIL-based Incident, Request, and Problem Management processes.

Mandatory Skills
- French Language proficiency (B2/C1 level or equivalent).
- Experience in IT Service Desk / Helpdesk / Technical Support / IT Support.
- Microsoft 365 (Outlook, Teams, OneDrive).
- Active Directory (Password Reset, Account Unlock, User Management).
- Office 365 Administration.
- VPN and Remote Access Support.
- Windows 10/11 troubleshooting.
- ServiceNow or other ITSM ticketing tools.
- End User Computing (EUC) support.
- Excellent verbal and written communication skills in French and English.

Preferred Skills
- Azure AD / Entra ID.
- Microsoft Intune.
- Exchange Online.
- Zscaler.
- ITIL Foundation Certification.
- Experience supporting global users.

Education
- Bachelor's Degree or Diploma in Computer Science, Information Technology, or related field.
- French Certification (DELF/DALF/Alliance Française) preferred.

Ideal Candidate Profile
- French B2/C1 Certified.
- Service Desk / L1 Support background.
- Experience with Microsoft 365, Active Directory, ServiceNow, and VPN support.
- Solid customer service and troubleshooting skills.
- Comfortable working from the Pune office in the specified shift.

Interested candidates with French language proficiency and Service Desk support experience are encouraged to apply.

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