Job Title

Dear Candidate,We are hiring for “French Language Specialist – Global IT Support & Operations” role at HCLTech, Nagpur.Please see the below job description and revert with your updated CV & additional details in case you find it suitable.GRADE/ ROLE/ SALARY – As per relevant experience and last drawn CTC. To be discussed during the interview.LANGUAGE REQUIREMENT:FRENCH LANGUAGE PROFICIENCY – Spoken and written fluency is mandatory for this role (must)JOB DESCRIPTION: Analyst would be responsible for handling L1/ L2 issues reported with the Apps & Infra Helpdesk, which may include, but not restricted to the following:Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent InformationTracking and classifying incoming incidents or service requests, attempting initially solutionsProvides initial assessment of categorization and prioritization for reported Incidents andService Requests and provides initial support, targeting a higher level of first contact resolutionEnsures Incidents and Service Requests are properly escalated and assigned to appropriate support groupsPerform hierarchical escalation to Service Desk Management and Incident ManagementProvide communication to end users concerning the status of Incidents, Service Requests and ChangesCompiles data through Incident entry that will be used for management information and reportingMaintains ownership of Incidents, ensuring status update and resolution according to SLAsProvide input to Service Desk Management regarding Continuous Improvement opportunitiesCooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properlySupport with report publishing and audit work, if need beKEY RESPONSILBITIES:To maintain high login Efficiency (Availability) for customersTo resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policiesTo ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions/ Reopen CasesTo update work logs and follow shift/ escalation process and process complianceWork on value adding activities such Knowledge base update & self-developmentHandle French natives or French speaking clients/ end-clients/ stakeholders with various troubleshooting and operational tasksBe able to fluently communicate in French language for various IT support tasks including Stakeholder Management