IT Service Desk Analyst

Job Title: Service Desk Analyst (Bilingual English & French) Location: Scottsdale, AZ (Onsite) Job Key Responsibilities Service Desk Operations 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 e.g., Service Now, Remedy, Ivanti. Ensure timely resolution or escalation of issues as per defined SLAs. Technical Support Troubleshoot and resolve issues related to: Windows, Mac, and OS environments Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) Active Directory user account 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 customer support in English and French with professionalism and empathy. Maintain strong communication with end users on ticket status and resolution. Meet or exceed Customer Satisfaction (CSAT) targets. Incident Request Management 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 (B2/C1 or above) and English written and spoken. Ability to handle business conversations, emails, and calls in both languages. Technical Skills Good understanding of: Windows OS, MS Office Suite, M365 tools Active Directory identity management Networking basics (DNS, DHCP, VPN) ITSM 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 worldwide (Europe, Canada, region preferred). Skills Mandatory skills: Service desk proficiency. #J-18808-Ljbffr