Service Desk Analyst

Key Responsibilities

• Service Desk Operations

• Act as the first point of contact L1 support for all ITrelated incidents and service requests

• Provide support via phone email chat and selfservice portal in both English and French

• Log categorize prioritize and track tickets using ITSM tools eg ServiceNow Remedy Ivanti

• Ensure timely resolution or escalation of issues as per defined SLAs

Technical Support

Troubleshoot and resolve issues related to

oWindows Mac OS environments

oMicrosoft 365 Outlook Teams SharePoint OneDrive

oActive Directory user account management password resets

oVPN remote access and network connectivity

oPrinters peripherals and standard business applications

Perform basic desktop support and remote troubleshooting

Customer Experience

• Deliver highquality bilingual customer support English French with professionalism and empathy

• Maintain strong communication with endusers on ticket status and resolution

• Meet or exceed Customer Satisfaction CSAT targets

• Incident Request Management

• Follow ITILbased processes for Incident Request and Problem Management

• Escalate complex issues to L2L3 support teams with proper documentation

• Identify recurring issues and contribute to Knowledge Base articles

• Documentation Compliance

• Maintain accurate ticket updates and documentation

• Adhere to organizational policies data security and compliance requirements

• Contribute to process improvement initiatives

Required Skills Qualifications

Language Skills

Fluent in French B2C1 or above and English written spoken

Ability to handle business conversations emails and calls in both languages

Technical Skills

Good understanding of

oWindows OS MS Office Suite M365 tools

oActive Directory identity management

oNetworking basics DNS DHCP VPN

oITSM ticketing tools ServiceNow preferred

Knowledge of remote desktop tools and troubleshooting techniques

Experience

5 years of experience in IT Service Desk Helpdesk Technical Support

Experience in supporting global customers EuropeCanada region preferred

Skills

Mandatory Skills : Servicedesk