French IT Helpdesk Analyst

This job role requires candidates to provide IT support on inbound calls, web tickets and chat. Fix shift from 1 PM to 10 PM IST. 5-day working week from Office.

PRIMARY RESPONSIBILITIES

1. Level 1 support for PC client issues e.g., desktop/laptop hardware, software, OS, printers, etc.
2. Provide information on IT processes, general how-to queries and known outages.
3. When a problem is reported, the Help Desk Analyst must analyse the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.
4. Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
5. Follow-up with Level 2 support teams for timely completion of tasks.
6. Co-ordinate with third-party vendors like Dell and Canon for hardware issues.

TECHNICAL SKILLS:

1. Good working knowledge of Windows, MS Office & internet technologies.
2. Basic networking concepts, troubleshooting LAN/remote access problems.
3. Ability and willingness to learn quickly, keep knowledge current.

EDUCATION & WORK HISTORY:

1. Minimum qualification: B2 Level certification in French.
2. Candidates with prior experience in a technical, voice-based process will be given priority.

COMMUNICATION SKILLS:

1. High proficiency in French grammar, vocabulary, and sentence structure.
2. Fluency in French language- Ability to hold a conversation with ease and minimal use of fillers.
3. Clarity in speech Neutral accent, appropriate rate of speech, pleasant voice, and confident tone.
4. Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker.

OTHER ESSENTIAL SKILLS:

1. Telephone etiquette - basic call handling skills.
2. Customer service skills (persuasion, empathy, helpfulness & positive attitude)
3. Good business communication skills (e-mail)