Service Desk Support (French Speaking)

About the Role

We're looking for a proactive and customer-focused Service Desk Support Agent to act as the first point of contact for customer queries and incident reports.

In this role, you'll be central to ensuring smooth day-to-day operations-triaging issues, coordinating with internal teams, and keeping customers informed every step of the way. This is a great opportunity for someone who thrives in a fast-paced environment and enjoys problem-solving while delivering excellent service.

Key Responsibilities

• Act as the first line of support for customer queries via phone and email

• Log, track, and manage tickets using internal systems (including Salesforce)

• Route tickets to the appropriate teams (e.g. operations and network teams)

• Monitor ticket progress, ensuring timely updates and escalations where needed

• Follow up on ongoing issues and drive them through to resolution

• Support customers in understanding processes, policies, and tools

• Assist with reporting on ticket volumes, trends, and resolution times

• Coordinate customer communications during incidents and maintenance

• Maintain accurate customer records across systems (e.g. iTop, Salesforce)

• Collaborate with internal teams to ensure seamless service delivery

What We're Looking For

• Previous experience in a service desk or customer support environment

• Strong communication skills, with the ability to manage language barriers

• A proactive, solution-oriented mindset

• Ability to prioritise and manage a high volume of tickets

• Comfortable working in a structured, shift-based environment

• Experience with tools such as Salesforce, Outlook, and Dropbox

• Background in IT support or a technical environment is advantageous

• Experience within data centres is a plus

• Fluency in English and French is essential

Why Apply?

• Join a high-growth environment with real career progression opportunities

• Play a key role in operational performance and customer satisfaction

• Gain exposure to a fast-evolving, technology-driven industry

• Work collaboratively with cross-functional teams across operations