Sr Analyst

Job Summary

The French Servicedesk Support Analyst is responsible for providing technical assistance and customer support to French-speaking users. This role involves diagnosing and resolving software, hardware, and network issues, ensuring prompt and effective solutions are delivered. Analysts must communicate clearly and professionally in French, maintain accurate records of user interactions, and escalate complex problems to higher-level technical teams as needed. Key duties include responding to service desk tickets, troubleshooting incidents, installing and configuring systems, and delivering guidance on IT best practices. The ideal candidate possesses strong analytical skills, a customer-focused mindset, and fluency in both French and English. Previous experience in IT support and familiarity with common operating systems and applications are preferred. To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.

2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.

3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.

4. To maintain high login Efficiency (Availability) for customers.

5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.

6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

The French Servicedesk Support Analyst is responsible for providing technical assistance and customer support to French-speaking users. This role involves diagnosing and resolving software, hardware, and network issues, ensuring prompt and effective solutions are delivered. Analysts must communicate clearly and professionally in French, maintain accurate records of user interactions, and escalate complex problems to higher-level technical teams as needed. Key duties include responding to service desk tickets, troubleshooting incidents, installing and configuring systems, and delivering guidance on IT best practices. The ideal candidate possesses strong analytical skills, a customer-focused mindset, and fluency in both French and English. Previous experience in IT support and familiarity with common operating systems and applications are preferred.

Other Requirements

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