Service Desk Agent French

About the role

Cognizant is looking for a French‑speaking Service Desk Agent to join its global service desk team in Guadalajara. You will guide incident resolution, optimise support processes and ensure high availability of end‑user services while providing hands‑on technical oversight and mentoring to support analysts.

Key responsibilities

• Manage incident resolution, request fulfillment and escalation handling within a structured support environment.
• Use ticketing and service‑management platforms to log, categorize, prioritize and track issues.
• Ensure accurate data capture and compliance with workflow standards.
• Mentor and coach junior support analysts.
• Collaborate closely with stakeholders to improve service delivery.

Required profile

• Minimum 3 years of experience in a Service Desk or Help Desk role.
• Strong background in incident management, request fulfillment and escalation handling.
• Practical knowledge of common enterprise end‑user technologies (operating systems, collaboration platforms, productivity tools).
• Advanced French language proficiency.
• Willingness to work 100 % onsite in Guadalajara.

Required skills

• Incident Management
• Request Fulfillment
• Escalation Handling
• Ticketing / Service Management Platforms
• Operating Systems
• Collaboration Platforms
• Productivity Tools

What we offer

• Career growth within one of the world’s largest IT services providers.
• Ongoing training and development plans.
• Competitive benefits and salary package.
• Inclusive culture that values diverse perspectives.