French‑Speaking IT Service Desk Specialist (Hybrid, Night Shift)

About the role

We are looking for a motivated, customer‑focused IT Service Desk Specialist who is fluent in French (C2 level) to provide first‑line technical support for a multinational technology company. The role is hybrid, based in Taguig City, and operates on a night‑shift schedule.

Key responsibilities

• Serve as the initial point of contact for users via phone, email, or chat, delivering support in both French and English.
• Log, track, and update tickets in the ServiceNow ticketing system, ensuring accurate documentation.
• Diagnose and resolve hardware, software, and network issues, including OS, applications, password resets, and account unlocks.
• Escalate complex incidents to specialized technical teams and follow up to confirm resolution.
• Maintain knowledge‑base articles and assist with onboarding new employees by configuring accounts and hardware.
• Monitor service‑desk metrics, identify trends, and suggest process improvements.

Required profile

• Fluency in French and English (written and spoken).
• Proven experience in an IT Service Desk or similar support role.
• Strong problem‑solving abilities and a customer‑service mindset.
• Ability to work independently and as part of a fast‑paced team.

Required skills

• Windows operating systems
• Microsoft Office Suite
• ServiceNow (or similar ticketing tool)
• ITIL process knowledge
• Basic networking concepts (TCP/IP, DNS, VPN)

What we offer

• Hybrid work arrangement
• Night‑shift schedule
• Open salary range