French Service Desk Analyst

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

Location: Lisbon Portugal
Job Type: Fulltime
Department: IT Support / Service Desk

About Us:
At Company Name we are passionate about delivering innovative IT solutions with a customerfirst mindset. As a leading provider in our field we strive to make technology work seamlessly for our clients. Were 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 youll grow and make an impact.

Position Overview:
As a French Service Desk Analyst youll be the goto person for our Frenchspeaking clients and employees providing them with timely and efficient IT support. Whether its a quick fix or a more complex issue youll 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 frustrationfree for users. This role offers flexibility with the option to work onsite remotely or in a hybrid model giving you the worklife balance you deserve.

Key Responsibilities:

• Provide IT Support: Respond to inbound technical support requests from Frenchspeaking clients via phone email and chat assisting with software hardware and networkrelated 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 followups 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 problemsolving abilities with a focus on delivering quick and effective solutions.

• Ability to work independently take initiative and manage multiple tasks in a fastpaced environment.

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

NicetoHaves:

• 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 multilanguage or international environment is a plus.

Why Youll Love Working with Us:

• Flexible Work Options: We understand the importance of worklife balance. Thats 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 were committed to your personal and professional development. Youll 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 wellbeing.

• Vibrant Lisbon: Experience life in Lisbon a city known for its culture history and stunning weather. Whether youre exploring the citys scenic views or enjoying its lively caf culture Lisbon has something for everyone.

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