About Lennor Group
As a proud Filipino company, we are committed to providing world-class business and workforce solutions. Our deep market expertise, combined with a global perspective, empowers us to serve businesses of all sizes and industries efficiently
Our brand, Lennor Metier, is a leading recruitment agency and headhunting firm in the Philippines, partnering with reputable companies to source top talent for direct-hire opportunities. It specializes in IT, Finance, Engineering, Sales & Marketing, Supply Chain, HR, and Executive Search.
Job Title: French Speaking IT Service Desk Specialist
Salary Range: up to P90,000
Work Setup: Hybrid
Shift Schedule: Shifting Schedule
Location: Taguig City
The Role
We are seeking a highly motivated and customer-focused IT Service Desk Specialist fluent in French level C2 to join our team. The ideal candidate will serve as the first point of contact for users seeking technical assistance and will play a key role in ensuring smooth IT operations across the organization. This position requires excellent problem-solving skills, strong communication abilities, and a commitment to delivering exceptional service.
Your Responsibilities- User Support:
- Act as the first point of contact for users seeking technical assistance via phone, email, or chat.
- Provide support in French and English to ensure seamless communication with users.
- Ticket Management:
- Log and track all incoming requests and incidents in the ticketing system, ensuring accurate and detailed documentation.
- Basic Service now knowledge required.
- Monitor ticket progress and ensure timely updates to users.
- Issue Diagnosis and Resolution:
- Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
- Provide guidance for IT-related inquiries such as password resets, account unlocks, and software installations.
- Escalate complex issues to appropriate technical teams when necessary and follow up to ensure resolution.
- Knowledge Management:
- Maintain and update knowledge base articles and documentation to improve service delivery and enable user self-service options.
- Onboarding Support:
- Assist in onboarding new employees by setting up accounts, configuring hardware, and providing initial training on IT systems and tools.
- Performance Monitoring:
- Monitor and manage service desk performance metrics to ensure service level agreements (SLAs) are met.
- Identify trends and recurring issues to recommend improvements in processes.
- Continuous Improvement:
- Participate in initiatives aimed at enhancing service desk processes and user experience.
- Stay updated with the latest IT tools and technologies to provide the best support.
What We're Looking For
- Fluency in French and English (both written and spoken) is mandatory.
- Must have a permanent resident visa (PRV) or a Filipino Citizen
- Proven experience in an IT Service Desk or similar technical support role.
- Strong knowledge of Windows operating systems, Microsoft Office Suite, and common IT tools.
- Familiarity with ticketing systems and ITIL processes.
- Basic understanding of networking concepts (e.g., TCP/IP, DNS, VPN).
- Excellent problem-solving and troubleshooting skills.
- Strong interpersonal and communication skills with a focus on customer service.
- Ability to work independently and collaboratively in a fast-paced environment.
