Service Desk Agent – French

About the role

The Service Desk Agent – French will act as the first point of contact for users, handling incidents, problems and service requests in both English and French. You will provide 1st‑line support, ensure high customer satisfaction, and follow established service desk procedures.

Key responsibilities

• Receive and log calls and tickets, following standard service desk scripts.
• Provide status updates to users and ensure incident records are kept current.
• Identify and route non‑incident requests (RFCs, RfSs) to the appropriate processes.
• Monitor auto‑generated alerts, prioritize incidents and engage resolver groups.
• Review resolutions, obtain user confirmation, and close incidents according to the “3 strikes and out” policy.
• Escalate incidents when necessary while keeping users informed.
• Maintain accurate records in the incident management tool and ensure proper classification.

Required profile

• High school diploma or at least two years of proven experience in customer service or technical support.
• Proficiency in English (minimum B1) and French (minimum B2).
• Strong interpersonal skills, ability to work flexible hours, and a customer‑oriented mindset.
• Excellent communication, problem‑solving and teamwork abilities.

Required skills

• Working knowledge of the Windows operating system.
• Proficiency with the Microsoft Office suite.
• Basic understanding of PC networking concepts.
• Experience using service desk or incident management tools.