IT Service Desk Analyst

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

Location: Scottsdale AZ (Onsite)

Job 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 e.g. Service Now 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 : Service desk