Service Desk Analyst

Role:
Service Desk Analyst – Proficiency in French language

Location: Morrisville, NC – Onsite

Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.

Should gather and analyze information about the user's issue and determine the best way to resolve their problem.

Prior experience working on Service Now Ticketing tool.

• Managing, prioritizing, and documenting incoming questions and service desk tickets
• Resolving technical issues quickly and efficiently
• Installing and configuring software and meeting end‑user needs
• Escalating any serious problems to relevant departments and teams
• Performing system updates, tests, and maintenance to avoid service interruptions
• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
• Producing user manuals and guidance for end‑users

• Proficiency in diagnosing and resolving hardware and software issues efficiently
• Proficiency in French language to support a French Service Desk and communicate effectively with French‑speaking users
• Familiarity with various operating systems such as Windows and macOS
• Ability to install, configure, and support a wide range of software applications
• Experience with ITSM software and ticketing systems