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.
Strong 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.