IT Service Desk Analyst

Job Title:
Service Desk Analyst (Bilingual English & French)

Location:
Scottsdale, AZ (Onsite)

Job Key Responsibilities

Service Desk Operations

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

• Provide support via phone email chat and self-service portal in both English and French

• Log categorize prioritize and track tickets using ITSM tools e.g. Service Now Remedy Ivanti

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

Technical Support

• Troubleshoot and resolve issues related to

• Windows Mac OS environments

• Microsoft 365 Outlook Teams SharePoint One Drive

• Active Directory user account management password resets

• VPN remote access and network connectivity

• Printers peripherals and standard business applications

• Perform basic desktop support and remote troubleshooting

Customer Experience

• Deliver high quality bilingual customer support English French with professionalism and empathy

• Maintain strong communication with end users on ticket status and resolution

• Meet or exceed Customer Satisfaction CSAT targets

Incident Request Management

• Follow ITIL based 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

• Windows OS MS Office Suite M365 tools

• Active Directory identity management

• Networking basics DNS DHCP VPN

• ITSM ticketing tools Service Now 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 Europe Canada region preferred

Skills

Mandatory Skills :
Service desk