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Service Desk Analyst

Service Desk Analyst

Hybrid

Nantes, France

Freelance

27-01-2026

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Skills

Monitoring Problem-solving Training

Job Specifications

Service Desk Analyst - French Speaker - FRENCH CITIZENS ONLY

This role provides first-line technical support and incident management for users, ensuring prompt resolution of issues and high levels of customer satisfaction. You will handle incoming requests and incidents across multiple channels while meeting service level agreements. The position involves an initial one-month training period followed by six months of production support.

Key responsibilities include:

Managing incoming requests received via phone (including VIP and priority calls), email and other channels.
Logging, investigating and resolving incidents, providing regular updates to users.
Troubleshooting problems to resolution where possible, or escalating to internal higher-level teams or third-party support.
Monitoring and managing ticket backlogs to maintain efficient workflows.
Searching the knowledge base for relevant procedures during issue handling.
Contributing to knowledge base maintenance through collaboration with the quality analyst.

Essential qualifications:

Fluency in French (spoken and written).
Experience in a service desk, helpdesk or customer support environment handling incidents and escalations.
Strong troubleshooting and problem-solving abilities.
Commitment to delivering services in line with SLAs and focusing on customer satisfaction.

Desirable qualifications:

Previous seniority in a similar support role.
Familiarity with IT service management processes and tools

About the Company

Empiric is a global recruitment agency that specialises in technology and business transformation. We connect the world's leading companies with industry-leading talent, offering contract, permanent, and project-based solutions from our six offices across 40 countries. Know more