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fa-etvl-saasfaprod1-cx1

SERVICE DESK-French

Pune · Mid Level

Good timing - competition is buildingVerified listingPosted 9d ago

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64Skills
97Experience

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What we know about this role

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First 72 hours

Window passed - posted 9d ago

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Skills required

8 listed
Service DeskMicrosoft 365Knowledge ManagementProblem ManagementActive DirectoryVirtual Private Networks (VPN)VxLAN (Virtual Extensible LAN)Request.form
Service DeskMicrosoft 365Knowledge ManagementProblem ManagementActive Directory

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Job description

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.
  • Strong 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)

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Two ways in

Applicants who checked fit first are 3.1× more likely to hear back

Your match scoreFree · sign in
86Overall
64Skills
97Experience

Your score for this role already exists

ASAI compared this JD against 41 signals - skills, seniority, domain, stack overlap etc. Add a resume and it unlocks in about 30 seconds.

Always free · no credit card · 1 tap with Google

Free · no signup

Get tomorrow's jobs before you have to search

Daily job drops, skill trends and free resources - posted straight to the group. Leave any time.

Join WhatsAppJoin Telegram

No spam. Just jobs and resources.

Why people use ASAI

Someone shared one job with you. ASAI keeps finding the rest.

  • Scored, not searched. Every role ranked against your actual profile.

  • Alerts as often as hourly. Reach new roles while the pile is still small.

  • Skill gaps, spelled out. See exactly which requirements you don't meet yet.

  • Verified jobs, only. Say no to ghost jobs. Your time deserves respect.

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