Administrator - English, French, Microsoft Windows

Job Summary

The Service Desk L2 Support Agent provides advanced technical support to end users by resolving incidents and service requests. The role requires strong troubleshooting skills, ownership of tickets through resolution, and effective communication with users and internal resolver groups. The agent acts as a key contributor to SLA compliance, knowledge management, and service improvement.

Key Responsibilities

Key Responsibilities Incident & Request Management Handle L2 escalated incidents and service requests across IT domains such as workplace, OS, applications, and network basics Perform detailed technical troubleshooting and root cause analysis for recurring issues Take end-to-end ownership of tickets until closure, ensuring SLA and quality compliance Work on major incidents, providing updates and support as per incident management processes Escalate to L3 / engineering teams with proper diagnostics, logs, and analysis when required User Support & Communication Provide remote support via phone, email, chat, and ITSM portal Communicate clearly and professionally with end users in English (verbal and written) Manage user expectations by providing accurate resolution timelines and status updates Technical Support Scope (Typical L2) Operating Systems: Windows 1

Skill Requirements

Required Skills & Qualifications:

Education & Experience:

Any graduate degree (IT or related field preferred)

2–5 years of experience in IT Service Desk / Technical Support with L2 exposure

Technical Skills:

Strong hands-on troubleshooting skills for end-user computing issues

Experience with ITSM tools (Service Now or equivalent)

Understanding of enterprise IT environments and support models

Familiarity with remote support tools and endpoint management

Language & Soft Skills:

Excellent English communication skills (spoken and written)

Strong customer-handling and problem-solving skills

Ability to work independently and under pressure

Good documentation and analytical skills

Shape

Working Conditions

24x7 rotational shifts (depending on customer engagement)

Weekend and holiday support as per roster

Offshore / global support environment

Shape

Nice to Have:

ITIL Foundation certification:

Exposure to L3 coordination or major incident bridges

Experience in global or multilingual service desk environments

Other Requirements

Job Responsibilities : Quality Analyst position, English Only

Job Role : Administrator

• English, French, Microsoft Windows

Skill Requirement : Quality Analyst position, English Only

Other Requirement : Quality Analyst position, English Only

Cluster : Microsoft Windows, English, French