Service Desk Analyst (Bilingual English & French)

Job Title: Service Desk Analyst (Bilingual English & French)

Location: Scottsdale, AZ (Onsite)

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

Incident Request Management

• Follow ITIL based 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 Europe Canada region preferred

Skills

Mandatory Skills : Servicedesk