Bilingual Service Desk Analyst
Job in
Jersey City, Hudson County, New Jersey, 07390, USA
Listed on 2026-10-15
Listing for:
Anone Inc.
Full Time
position Listed on 2026-10-15
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Bilingual Service Desk Analysts (English and French) are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.
Responsibilities Service Desk Analyst Level I- I. Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests
- II. Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment
- III. Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication)
- IV. Log & categorize all contacts within an incident management (ticketing system) tool
- V. Assign contacts that cannot be resolved on the first contact to 2nd/3rd level support teams as per the knowledge base
- VI. Collaborate with 2nd/3rd level teams as required
- VII. Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action
- VIII. Identify and elevate urgent / priority incidents as required
- IX. Develop knowledge and keep up to date on new processes or procedures
- X. Excellent verbal and written communication skill in both English and French
- Technical and system expertise (networking, active directory, DNS)
- Problem-solving and troubleshooting abilities.
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