Senior Analyst - English, French, Microsoft Windows

Job Summary

(Language-Based – English)

First point of contact for end users, providing multilingual IT support, resolving incidents, and ensuring high customer satisfaction.

(Language-Based – French)

First point of contact for end users, providing multilingual IT support, resolving incidents, and ensuring high customer satisfaction**.**

Key Responsibilities

Responsibilities – (Language-Based – English)

• Handle inbound/outbound calls, chats, and emails in assigned language
• Log, classify, and prioritize incidents & service requests
• Provide first-level troubleshooting for: Windows OS, O365, VPN, Citrix, email, connectivity issues
• Follow knowledge base (KB) and standard operating procedures
• Escalate unresolved issues to L2 teams
• Ensure SLA compliance (response & resolution time)
• Maintain accurate ticket documentation
• Provide excellent customer service with cultural sensitivity

(Language-Based – French)

• Handle inbound/outbound calls, chats, and emails in assigned language
• Log, classify, and prioritize incidents & service requests
• Provide first-level troubleshooting for: Windows OS, O365, VPN, Citrix, email, connectivity issues
• Follow knowledge base (KB) and standard operating procedures
• Escalate unresolved issues to L2 teams
• Ensure SLA compliance (response & resolution time)
• Maintain accurate ticket documentation
• Provide excellent customer service with cultural sensitivity

-------------------------------------------------------------------------------------------------------------------- ## Skill Requirements

Skill - (Language-Based – English)

• Fluency in assigned language (C1/C2 preferred) + English
• Basic IT troubleshooting knowledge
• Familiarity with ticketing tools (Service Now, Remedy, etc.)
• Good communication and customer handling skills

(Language-Based – French)

• Fluency in assigned language (C1/C2 preferred) + English
• Basic IT troubleshooting knowledge
• Familiarity with ticketing tools (Service Now, Remedy, etc.)
• Good communication and customer handling skills

Other Requirements

Experience - 0–3 years (freshers with language certification can be considered)