Service Desk Analyst with French (1st Line)

Your responsibilities: Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices). Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support. Identify and solve software and hardware problems by giving step-by-step instructions. Provide advanced support to customers’ PC using remote control tool. Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs. Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution. Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language. Our requirements: Very good written and verbal communication skills in French 1+ year of experience within customer care/support or IT service desk Good written and verbal communication skills in English Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers Minimum High School Degree (preferred College /University Degree or studies in progress) Ability to work in 24/7 model (shifts in different hours) Strong Team Player Strong analytical skills What we offer: Competitive salary with annual salary reviews Hybrid work model (at least 2 days/week from the office) Opportunity to use foreign languages and the newest technologies on a daily basis Indefinite period employment contract after probation period Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.) Sport's card (Multisport) Private medical care for you and your family Private life insurance Access to wide range of learning & development platforms Discounted theatre tickets Work in a multicultural environment