Job Description

Job Information

Date Opened


09/08/2025
Job Type


Full time
Industry


IT Services
City


Mumbai
State/Province


Maharashtra
Country


India
Zip/Postal Code


400008

:

Key Responsibilities



In this context, your responsibilities as a Frontline Support Agent are:

Receipt and registration of applications

: + Respond to user requests via the ticketing tool or by phone (if justified).
+ Document each request precisely in the ticketing system.

Analysis and understanding of requests

: + Understand the user's request and, if necessary, ask for clarification to complete the information.

Categorization and prioritization

: + Ensure the correct categorization and if necessary, recategorize requests.
+ Apply the appropriate level of impact in accordance with incident management processes.

Transfer and collaboration with Level 2 teams

: + Escalate requests to the appropriate teams.
+ Collaborate with Level 2 Support Agents to improve the quality of transfers and enrich their knowledge.

User monitoring and information

: + Keep users informed of the progress of their requests.
+ In the event of a critical incident, communicate promptly with the appropriate team.

Contribution to the knowledge base

: + Maintain knowledge base information.
+ Propose improvements or additions to optimize the service.



All this while ensuring a customer-oriented, fast and quality service.



Profile



Prerequisite



Any Bachelor's degree 3/5 years experience in a similar role, ideally within a multinational organization

Fluency in French and English (spoken and written).

Technical knowledge



Proficiency in ticketing tools Good command of Windows 10/11 environments. Good command of Microsoft Office 365 tools and Microsoft cloud services. Knowledge of common computer peripherals (printers, scanners, workstations, etc.). Notions of network technology principles (LAN, WAN, DNS, DHCP, VPN, etc.) and IT security best practices. Familiarity with ITIL methodologies for managing incidents, service requests, change requests, ... Knowledge of Atlassian tools (Jira, Confluence) is a plus.


Professional skills



Excellent written and oral communication skills, with an ability to popularize technical concepts for non-technical users. * Customer focus and commitment to providing quality service.