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
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
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
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