IT Service Desk Agent (French)

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.

Job Summary

The Service Desk Agent is the first point of contact for the users who call the IT Service Desk. While providing the highest level of customer service, the agent must answer incoming calls, track all information in a call tracking tool, uses a knowledge-based tool along with their expertise to resolve level 1 requests in a timely fashion or escalate to appropriate level 2 team whenever needed.

Key Responsibilities

• Provide first-level IT support, including initial problem identification, troubleshooting, and resolution.
• Deliver high-quality assistance to users while maintaining strong customer satisfaction.
• Ensure accurate incident resolution and a clear understanding of user queries.
• Continuously develop and maintain product knowledge, as well as business and professional skills.
• Support remote rollouts of new software or applications.
• Prioritize and manage open cases until resolution.
• Flexible to work on Central European Time (CET) and during late shifts.

Educational background

• HSC/Diploma in Information Technology

Knowledge/Skills Requirements

• Strong customer service orientation with excellent communication skills.
• Proficient in Microsoft 365 (O365) applications.
• Effective interpersonal and team collaboration abilities.
• Positive attitude and ability to engage constructively with others.
• Capable of multitasking and performing under pressure.
• Professional competencies include problem solving, troubleshooting, analytical thinking, written and verbal communication, administrative support, and organizational skills.
• Quick learner with the ability to build and apply technical knowledge.
• Detail-oriented and thorough task execution.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.