French Speaking

3 days ago


Cape Town, Western Cape, South Africa Excis Compliance ltd Full time

We're looking for a French Speaking Technical Service Desk Agent.

Responsibilities
  • Customer Support
  1. Respond to incoming service desk tickets, emails, and calls promptly and professionally.
  2. Provide first-line support for hardware, software, and application-related issues.
  3. Assist users with account access, password resets, and basic troubleshooting tasks.
Troubleshooting and Issue Resolution
  1. Diagnosing and resolving Level 1 technical issues including desktop application and peripheral device support.
  2. Utilize remote desktop tools to troubleshoot and resolve user problems.
  3. Document troubleshooting steps and solutions in the ticketing system.
  4. Escalate unresolved or complex issues to Tier 2 / 3 support teams, providing detailed documentation of troubleshooting efforts.
  5. Follow up with users to ensure resolution and satisfaction.
Documentation and Reporting
  1. Maintain accurate records of incidents, service requests, and resolutions in the service desk system.
  2. Contribute to the creation and maintenance of a knowledge base by documenting common issues and solutions.
Collaboration and Communication
  1. Communicate effectively with team members, end-users, and other IT departments to ensure timely resolution of issues.
  2. Participate in team meetings and contribute ideas to improve support processes and service delivery.
Requirements
  • Education: High school diploma or equivalent (required); associate degree or technical certification in IT or related field (preferred). A degree in Computer Science or related field is a must.
  • Experience: Previous experience in a help desk or IT support role (preferred).
  • Familiarity with Windows OS, Office 365, and basic networking concepts.
  • Skills: Strong problem-solving and analytical skills; excellent verbal and written communication abilities; customer-focused with a friendly and approachable demeanor; ability to prioritize and manage multiple tasks effectively.
  • Technical Proficiency: Knowledge of ticketing systems (e.g. Freshdesk); basic understanding of Active Directory and Azure user account management and remote support tools; familiarity with common business applications including Microsoft Office Suite and in-house applications (AMOS, Priority).

French speaking, 1-3 years of experience in IT support, proficiency in Windows OS (Windows 10 / 11), understanding of network concepts (TCP / IP, DNS, DHCP), experience with remote support tools (e.g., TeamViewer, Remote Desktop), basic scripting skills (e.g., PowerShell), fluency in English.

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