Service Desk Analyst / Senior Analyst (French Speaking)

About the role

The Service Desk Analyst is the first point of contact for end‑users, delivering timely IT support through phone, email, chat and a self‑service portal. The Senior Analyst handles more complex incidents, mentors junior staff and drives continuous improvement.

Key responsibilities

• Receive and log incidents and service requests in ServiceNow, categorising and prioritising them according to SLA.
• Diagnose and resolve hardware, software, network, access and application issues (Windows, macOS, Android/iOS) within agreed timeframes.
• Escalate or assign tickets to internal or external teams when necessary.
• Communicate ticket status to users and ensure follow‑up until resolution.
• Maintain accurate documentation and contribute to the Knowledge Base.
• Provide professional, empathetic communication to achieve high customer satisfaction.

Required profile

• French language certification (A1 level).
• 0‑2 years of experience for Analyst role or 2‑3+ years for Senior Analyst.
• Knowledge of Windows & macOS; familiarity with Android/iOS is a plus.
• Understanding of networking and hardware concepts.
• ITIL Foundation certification is desirable.

Required skills

• Windows 10 and Windows 11.
• Virtual Desktop Infrastructure (VDI) support.
• Veridium biometric/password‑less authentication administration.
• ServiceNow ticketing platform.
• Remote support tools and Knowledge Base usage.

What we offer

• Opportunity to work in a dynamic IT support environment.
• Professional development and mentorship for senior analysts.
• Exposure to a range of technologies and enterprise tools.