SERVICE DESK - French Language

Job Description: Service Desk Agent

Job Title: Service Desk Agent with French Location: Pune Shift: flexibility for rotational shifts Experience: 2-5 Years Reporting To: Service Desk Manager

Location: Pune

Role Overview

We are seeking a customer-focused and proactive Service Desk Agent to provide first-line IT support for our customer environment. The role involves handling incidents, service requests, user queries, and ensuring timely resolution while maintaining high customer satisfaction and adherence to SLAs.

Language Skills (Mandatory): Fluent French language proficiency (spoken and written) is mandatory. Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French. Strong English communication skills for collaboration with global support teams and internal stakeholders. Knowledge of German and/or Italian will be considered an added advantage. French language proficiency (B2/C1 level or equivalent) is mandatory.

Job Title: Service Desk Agent with French Location: Pune Shift: flexibility for rotational shifts Experience: 2-5 Years Reporting To: Service Desk Manager

Key Responsibilities Act as the first point of contact for all IT-related incidents and service requests. Log, categorize, prioritize, and track tickets using the ITSM tool. Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications. Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles. Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required. Monitor ticket queues and ensure SLA compliance. Communicate effectively with Swiss users through phone, email, chat, and ticketing systems. Maintain accurate documentation of incidents, resolutions, and workarounds. Participate in shift handovers and operational reviews. Contribute to knowledge management and continuous service improvement initiatives. Perform remote troubleshooting through diagnostic techniques and pertinent questions Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Create and update support documentation in accordance with standards to improve future troubleshooting efforts Follow ITIL-based processes for Incident, Request, and Problem Management.

Required Skills & Qualifications Bachelor's degree or diploma in Computer Science, IT, or related field. 2-5 years of experience in IT Service Desk or Technical Support. Good understanding of: Windows 10/11 Microsoft 365 (Outlook, Teams, OneDrive) Active Directory VPN and Remote Access Solutions Network fundamentals (LAN/WAN/Wi-Fi)

ITSM tools s

At Zensar, we’re “experience-led everything” . We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures . Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus .

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We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.