French Service Desk L1

Role Title: Service Desk Analyst – L1 (French Support) Experience: 0–3 Years Location: Lucknow (IP) Shift: 24×7 / Rotational Role 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 requirements Key Responsibilities Provide first-level technical support to users in French via calls, emails, and chat Log, 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, Outlook VPN, printers, and basic networking User accounts (password resets, access issues) Follow standard operating procedures and knowledge base articles to resolve incidents Ensure first call resolution (FCR) wherever possible Escalate unresolved/complex issues to L2/L3 teams as per...

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