Service Desk Analyst

Experience: 4–6 Years (Junior candidates will also be considered) Key Responsibilities Service Desk Operations Act as the first point of contact (L1 support) for IT 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 (ServiceNow, Remedy, Ivanti) Ensure timely resolution or escalation in line with defined SLAs Technical Support Troubleshoot and resolve issues related to: Windows & Mac OS environments Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) Active Directory (user 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 (English/French) customer support with professionalism and empathy Maintain clear communication with end-users on ticket updates and resolutions Meet or exceed CSAT targets Follow ITIL-based processes for Incident, Request, and Problem Management Escalate complex issues to L2/L3 teams with proper documentation Identify recurring issues and contribute to knowledge base articles Documentation & Compliance Maintain accurate ticket documentation and updates Adhere to organizational policies, data security, and compliance standards Contribute to continuous process improvement initiatives Required Skills & Qualifications- Language Skills Fluent in French (B2/C1 or above- Not Mandatory) and English (written & spoken) Ability to handle business communication (calls, emails) in both languages Technical Skills Strong understanding of Windows OS, MS Office Suite, and Microsoft 365 tools Experience with Active Directory and identity management Basic networking knowledge (DNS, DHCP, VPN) Familiarity with ITSM tools (ServiceNow preferred) Experience with remote desktop tools and troubleshooting Experience 4–6 years of experience in IT Service Desk / Helpdesk / Technical Support #J-18808-Ljbffr VBeyond