L1 Service Desk Support (French Speaking)

Job Summary:
We are seeking a proactive and customer-focused L1 Service Desk Support Specialist fluent in French (primary language) and English (secondary), to join our IT Support team. Knowledge of additional foreign languages is a strong plus. The role involves first-level technical support, IT service request fulfillment, and coordination of user onboarding/offboarding processes in a global IT environment.<

Key Responsibilities:< <
Provide first-level technical support to users via phone, email, chat, or web.< <
Use ServiceNow to log, manage, and resolve incidents and service requests.< <
Maintain end-to-end ownership of tickets from initial contact to resolution, including timely coordination with L2 teams and other departments as needed.< <
Resolve issues using documented procedures and knowledge base articles.< <
Escalate unresolved issues in accordance with defined escalation procedures.< <
Execute user onboarding tasks including system access setup, software configuration, and account provisioning, ensuring compliance with internal policies and timelines.

Accurately document all onboarding and offboarding tasks per KB/SOP guidelines.

Perform user offboarding in accordance with SOX compliance, ensuring access is revoked and assets are retrieved with proper audit trails.

Coordinate with HR, Information Security, and Compliance to ensure full regulatory adherence and proper handling of Legal Hold data/assets.

Maintain up-to-date inventory records of physical IT assets in the IT Asset Management (ITAM) system.< <
Deliver prioritized support to VIP users, escalating where appropriate.< <
Identify areas for operational improvements and contribute to service enhancement initiatives.< <
Ensure compliance with SLAs, SOPs, and KPIs.< <
Provide SLA-based reporting via ServiceNow and support Quarterly Business Reviews (QBRs).< <
Evaluate team training needs periodically (e.g., monthly/quarterly) and deliver training programs focused on client-specific processes and soft skills.< <
Collaborate with Subject Matter Experts (SMEs) and vendors during coaching sessions, team meetings, and training/planning events.< < <

Required Skills & Qualifications:< <
Proficiency in French (mandatory) and English (required). Additional foreign language(s) are a plus.< <
Strong communication and interpersonal skills with a customer-centric attitude.< <

Experience with ITSM tools (preferably ServiceNow).< <
Knowledge of Microsoft Outlook and common enterprise applications.< <
Basic understanding of IT services, systems, and hardware support.< <
Familiarity with SOX compliance and IT asset management principles is a plus.< <
Ability to work in a fast-paced, SLA-driven support environment.< <
Team player with the ability to collaborate across functions and geographies.< < <

Nice to Have:< <
ITIL Foundation certification.< <
Experience in onboarding/offboarding processes in enterprise settings.< <
Understanding of data privacy, audit, and compliance requirements.< <