Service Desk Agent – French

About the role

The Service Desk Agent – French provides a single point of contact for users, handling routine and non‑routine incidents, problems and service requests. The role delivers first‑line support in a bilingual environment, ensuring high customer satisfaction and continuity of service.

Key responsibilities

• Receive and log calls, following standard Service Desk scripts.
• Provide status updates on incidents and ensure accurate record‑keeping.
• Identify and route non‑incident requests (RFC, RfS) to the appropriate processes.
• Monitor auto‑generated alerts, prioritize incidents and engage resolver groups.
• Review resolutions, close incidents following the “3 strikes and out” policy, and handle escalations.
• Maintain incident, change and service request records in the Incident Management tool.
• Follow contingency and escalation procedures when the Service Desk tool is unavailable.

Required profile

• High School Diploma or at least 2 years of proven experience in customer service or technical support.
• Proficiency in English (B1) and French (B2).
• Strong interpersonal skills, ability to work flexible hours, and a customer‑oriented mindset.

Required skills

• Windows operating environment.
• Microsoft Office suite.
• Basic PC networking knowledge.

What we offer

• Opportunity to work in a dynamic, bilingual support team.
• Professional development in IT service management.