SERVICE DESK - French Language

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.

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.