Service Desk Analyst
VBeyond
Job Title: Service Desk Analyst
Location: Scottsdale, AZ (Onsite)
Type: Contract
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
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
Vacancy posted 4 days ago
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