Service Desk Analyst (French)

Title: Service Desk Analyst (Bilingual English & French) Type: Contract Duration: 12+ Months with possible extension Start Date: ASAP Mandatory Skills: Service Desk 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 eg ServiceNow, Remedy, Ivanti Ensure timely resolution or escalation of issues as per defined SLAs Technical Support Troubleshoot and resolve issues related to: Windows, Mac 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 English & French with professionalism and empathy Maintain strong communication with end users on ticket status and resolution Meet or exceed Customer Satisfaction CSAT targets 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 & spoken Ability to handle business conversations, emails and calls in both languages Technical Skills Good understanding of 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 (Europe, Canada) region preferred #J-18808-Ljbffr Cloudious LLC