Service Desk Analyst

Service Desk Analyst (Bilingual English & French) Contract - W2 Role About Smart IT Frame At Smart IT Frame, we connect top talent with leading organizations across the USA. With over a decade of staffing excellence, we specialize in IT, healthcare, and professional roles, empowering both clients and candidates to grow together. Key Responsibilities 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 eg ServiceNow Remedy Iva Ensure timely resolution or escalation of issues as per defined S Technical Support Windows Mac OS environment Microsoft 365 Outlook Teams SharePoint OneDr VPN remote access and network connectivity Printers peripherals and standard business application Perform basic desktop support and remote troubleshoot 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 target 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 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 sp Ability to handle business conversations emails and calls in both langu Technical Skills g ofOwindows os ms office suite m365 t oolsOactive directory identity manage vpnOitsm ticketing toOls servicenow prefe rredKnowledge of remote desktop tools and troubleshooting techni Experience ence5 years of experience in IT Service Desk Helpdesk Technical Sup portExperience in supporting global customers Europe Canada region prefe Apply today or share profiles at View email address on click.appcast.io #J-18808-Ljbffr