French Service Desk L1

HCLTech · Lucknow, Uttar Pradesh · Posted 2 days ago

About this role

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 defined process • Maintain accurate documentation of tickets and user interactions • Monitor ticket queues and meet SLA/KPI targets • Provide regular updates to users on ticket status • Contribute to knowledge base and process improvement initiatives Required Skills Basic knowledge of: • Windows OS / Microsoft 365 • Active Directory / Exchange (basic) • Networking fundamentals • ITSM tools (ServiceNow, Remedy, etc.) • Understanding of ITIL processes (Incident/Request Managemen