French Service Desk Agent

About the role

We are looking for a French‑speaking Service Desk Agent to be the single point of contact for users in Heredia. You will handle both routine and non‑routine incidents, problems and service requests, ensuring high customer satisfaction and adherence to service level agreements.

Key responsibilities

• Receive and log user calls, following standard Service Desk scripts.
• Provide first‑line support for incidents, updating status and communicating progress.
• Identify and route non‑incident requests to the appropriate Change or Service Request processes.
• Monitor auto‑generated alerts, prioritize them, and engage resolver groups.
• Escalate incidents according to defined procedures while keeping users informed.
• Close incidents after user confirmation, applying correct closure codes and policies.
• Record accurate incident, change and request details in the Incident Management tool.
• Flag chargeable or out‑of‑scope incidents and initiate major‑incident or complaint processes when required.

Required profile

• Fluent in French and English, with strong verbal communication skills.
• Customer‑focused attitude and ability to follow scripted dialogues.
• Understanding of service continuity plans and ability to work under tool outages.
• Attention to detail for accurate record‑keeping and classification.

Required skills

• Incident Management tools usage.
• Service Desk and first‑line support processes.
• Change Management and Standard Change procedures.
• Event/alert monitoring and prioritisation.