Service Desk Analyst

Urgent Role 

Job Title: Service Desk Analyst

Location: Scottsdale, AZ (Onsite)

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

• 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 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

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

• 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 EuropeCanada region preferred

Skills

Mandatory Skills : Servicedesk