French Service Desk Analyst

Job Title: French Service Desk Analyst (Onsite, Hybrid & Remote)

Location: Lisbon, Portugal

Job Type: Full-time

Department: IT Support / Service Desk

About Us:

At [Company Name], we are passionate about delivering innovative IT solutions with a customer-first mindset. As a leading provider in our field, we strive to make technology work seamlessly for our clients. We're seeking a French Service Desk Analyst to join our diverse team in Lisbon. Whether you prefer to work onsite, remotely, or enjoy the best of both worlds with a hybrid model, we offer flexibility in a dynamic, supportive environment where you'll grow and make an impact.

Position Overview:

As a French Service Desk Analyst, you'll be the go-to person for our French-speaking clients and employees, providing them with timely and efficient IT support. Whether it's a quick fix or a more complex issue, you'll be diagnosing problems, offering solutions, and ensuring our customers' systems are running smoothly. Your work will be critical in keeping operations flowing, making technology accessible and frustration-free for users. This role offers flexibility with the option to work onsite, remotely, or in a hybrid model, giving you the work-life balance you deserve.

Key Responsibilities:

• Provide IT Support: Respond to inbound technical support requests from French-speaking clients via phone, email, and chat, assisting with software, hardware, and network-related issues.

• Troubleshoot & Resolve Issues: Identify and troubleshoot technical issues, guiding users through solutions and ensuring quick resolutions, even for complex problems.

• Customer Service Excellence: Provide exceptional customer service by addressing concerns empathetically and professionally, ensuring users feel valued and understood.

• System & Account Management: Assist with user account setups, password resets, system configurations, and software installations while ensuring proper security protocols are followed.

• Collaborate Across Teams: Work closely with internal IT teams, including network specialists and engineers, to resolve more complex issues and provide seamless support.

• Knowledge Management: Keep track of recurring technical issues and create or update knowledge base articles to streamline future support processes.

• Monitor & Escalate: Monitor tickets and escalate unresolved issues to the appropriate technical teams, ensuring timely follow-ups and customer satisfaction.

• Contribute to Service Improvement: Provide insights based on your interactions with users to help improve IT processes, services, and tools.

Requirements:

• Fluency in French (written and spoken) is a must.

• Proficiency in English (written and spoken) for communication with the international team.

• Previous experience in a service desk, IT support, or customer service role is highly preferred.

• Solid understanding of IT systems, including Windows/Mac OS, networking, and troubleshooting techniques.

• Strong communication skills with the ability to explain technical concepts in simple terms.

• Strong problem-solving abilities with a focus on delivering quick and effective solutions.

• Ability to work independently, take initiative, and manage multiple tasks in a fast-paced environment.

• Experience with IT support tools and ticketing systems (e.g., ServiceNow, Jira) is a plus.

Nice-to-Haves:

• IT certifications (e.g., CompTIA A+, ITIL) are a bonus.

• Familiarity with remote support tools and VPNs.

• Knowledge of cybersecurity best practices.

• Previous experience in a multi-language or international environment is a plus.

Why You'll Love Working with Us:

• Flexible Work Options: We understand the importance of work-life balance. That's why we offer the flexibility to work onsite, remotely, or hybrid, so you can choose the setup that works best for you.

• Career Growth & Learning: At [Company Name], we're committed to your personal and professional development. You'll have access to continuous training, certifications, and growth opportunities to help you advance your career.

• Competitive Salary & Benefits: We offer a competitive salary, health benefits, and various perks designed to prioritize your well-being.

• Vibrant Lisbon: Experience life in Lisbon, a city known for its culture, history, and stunning weather. Whether you're exploring the city's scenic views or enjoying its lively café culture, Lisbon has something for everyone.

• Supportive, Collaborative Culture: Join a dynamic team where everyone's contributions are valued, and collaboration is at the core of our success. You'll work alongside talented colleagues and be supported every step of the way.

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