Job Description
We are looking for a proactive and customer-focused Service Desk Analyst with 2 - 4 years of experience in IT Service Desk or Technical Support. The ideal candidate should have excellent neutral Canadian French (French CAN) communication skills, hands-on experience with ServiceNow or similar ticketing tools, and the ability to provide Level 1 (L1) IT support in a 24x7 support environment. The candidate will act as the first point of contact for end users, ensuring timely issue resolution while delivering an excellent customer experience.
Key Responsibilities :
- Act as the first point of contact for IT support via phone, email, chat, or ticketing systems.
- Log, categorize, prioritize, and track incidents and service requests using ServiceNow or similar ITSM tools.
- Provide Level 1 (L1) technical support for :
1. Windows operating systems
2. Desktop and laptop issues
3. Printers and peripheral devices
4. Microsoft Office applications
5. Basic network connectivity issues
6. Mobile device support
- Perform password resets, account unlocks, and user access management.
- Troubleshoot application and system-related issues and resolve within SLA.
- Escalate unresolved incidents to Level 2/Level 3 support teams following standard procedures.
- Install, configure, and troubleshoot desktops, laptops, printers, and software applications.
- Maintain detailed documentation of incidents, resolutions, and knowledge articles.
- Follow ITIL processes for Incident, Request, and Problem Management.
- Ensure SLA compliance and maintain high customer satisfaction.
- Support users in a 24x7 rotational shift environment.
Mandatory Skills :
- 2 - 4 years of experience in IT Service Desk or Technical Support.
- Excellent neutral Canadian French (French CAN) communication skills (spoken and written).
- Strong English communication skills.
- Hands-on experience with ServiceNow or any ITSM ticketing tool.
- Experience providing Level 1 technical support.
- Knowledge of Windows OS and Microsoft Office Suite.
- Basic networking knowledge (DNS, DHCP, VPN, TCP/IP).
- Experience with Active Directory (password resets, user account management).
- Understanding of ITIL framework and incident management.
- Experience working in a contact center or helpdesk environment.
No Referrers Available
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