Service Desk Analyst

Job Title: Service Desk Analyst


Location: Scottsdale, AZ (Onsite)


Type: Contract

Junior candidates would also work, 4-6 years


Key Responsibilities

• Service Desk Operations
• Act as the first point of contact L1 support for all ITrelated incidents and service requests
• Provide support via phone email chat and selfservice portal in both English and French
• Log categorize prioritize and track tickets using ITSM tools eg ServiceNow Remedy Ivanti
• Ensure timely resolution or escalation of issues as per defined SLAs

Technical Support


Troubleshoot and resolve issues related to


oWindows Mac OS environments


oMicrosoft 365 Outlook Teams SharePoint OneDrive


oActive Directory user account management password resets


oVPN remote access and network connectivity


oPrinters peripherals and standard business applications


Perform basic desktop support and remote troubleshooting


Customer Experience

• Deliver highquality bilingual customer support English French with professionalism and empathy
• Maintain strong communication with endusers on ticket status and resolution
• Meet or exceed Customer Satisfaction CSAT targets
• Incident Request Management
• Follow ITILbased processes for Incident Request and Problem Management
• Escalate complex issues to L2L3 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 spoken


Ability to handle business conversations emails and calls in both languages


Technical Skills


Good understanding of


oWindows OS MS Office Suite M365 tools


oActive Directory identity management


oNetworking basics DNS DHCP VPN


oITSM ticketing tools ServiceNow preferred


Knowledge of remote desktop tools and troubleshooting techniques


Experience


5 years of experience in IT Service Desk Helpdesk Technical Support


Experience in supporting global customers EuropeCanada region preferred


Skills


Mandatory Skills : Servicedesk