Service Desk Analyst

Duration: 12+ Months with possible extension

Start Date: ASAP

Mandatory

Skills:

Service Desk

Act as the first point of contact L1 support for all ITrelated 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 eg Service Now Remedy Ivanti

Ensure timely resolution or escalation of issues as per defined SLAs

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

• 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
• Follow ITIL based processes for Incident Request and Problem Management
• Escalate complex issues to L2/L3 support teams with proper documentation
• Identify recurring issues and contribute to Knowledge Base articles

• Maintain accurate ticket updates and documentation
• Adhere to organizational policies data security and compliance requirements
• Contribute to process improvement initiatives

• Language Skills
• Fluent in French B2 C1 or above and English written spoken
• Ability to handle business conversations emails and calls in both languages

Good understanding of

• Active Directory identity management
• Networking basics DNS DHCP VPN
• ITSM ticketing tools Service Now preferred

Knowledge of remote desktop tools and troubleshooting techniques

• 5 years of experience in IT Service Desk Helpdesk Technical Support
• Experience in supporting global customers Europe Canada region preferred