Service Desk Analyst

Description:

We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers' success and satisfaction while guiding and inspiring your team to deliver exceptional service.

Responsibilities:

- Should have Strong communication on French and English skills, both verbal and written

- Provide first-line support for technical issues via phone, email, and chat and understand their concerns and provide prompt and accurate solutions

- Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.

- Document incidents and service requests in the ticketing system, ensuring accurate information is captured.

- Log, categorize, prioritize, and track technical support issues using an ITSM tool

- Escalate complex issues to senior team members or other IT departments as necessary.

- Assist in the development and maintenance of knowledge base articles.

- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services

- Participate in team meetings and contribute to process improvement initiatives.

- Mentor junior staff and assist in training new team members.

- Experience with Active Directory and user account management.

- Basic knowledge of networking concepts and troubleshooting.

- Basic knowledge on Windows 10 / 11.

- Knowledge of MS Office troubleshooting.

- Excellent Communication Skills is a must

Qualifications:

- Bachelor's degree in computer science, Information Technology, or related field, or equivalent experience.

- 4+ years of experience in voice technical support role, preferably in a service desk environment.

- Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications.

- Familiarity with ITIL best practices and ticketing systems (e.g., ServiceNow, JIRA).

- Excellent problem-solving skills and customer service orientation.

- Strong communication on French and English skills, both verbal and written.

- Windows/Network/ITIL Certification preferred