IT Service Desk Specialist (French Speaker)

About the role

We are looking for a customer‑focused IT Service Desk Specialist who is fluent in French (C2) and English to deliver first‑level technical support for our Manila office. The role involves handling incidents via phone, email and chat, ensuring smooth IT operations and maintaining high service standards.

Key responsibilities

• Provide IT support in French and English through phone, email and chat.
• Log, track and manage incidents using a ticketing system (ServiceNow preferred).
• Troubleshoot hardware, software, operating system and network issues.
• Perform password resets, account unlocks and software installations.
• Escalate complex problems to appropriate technical teams.
• Assist with onboarding activities such as account setup and hardware configuration.
• Maintain documentation and knowledge‑base articles.
• Monitor service‑desk performance and ensure SLA compliance.

Required profile

• Fluent in French and English, both written and spoken.
• Previous experience in an IT Service Desk or technical support role.
• Strong communication and customer‑service skills.
• Ability to work independently and as part of a team.

Required skills

• Windows operating system.
• Microsoft Office Suite.
• ServiceNow or similar ticketing tools.
• Understanding of ITIL processes.
• Basic networking knowledge (TCP/IP, DNS, VPN).