Senior Analyst – English, French, Microsoft Windows

About the role

The Senior Analyst will join a global Service Desk team, providing first‑line technical assistance to English‑ and French‑speaking end users. The role focuses on troubleshooting Windows and basic macOS environments, handling incidents and service requests, and ensuring timely resolution in line with SLA commitments.

Key responsibilities

• Receive and resolve L1 escalated incidents and requests across workplace, OS, applications and network basics.
• Perform detailed troubleshooting, root‑cause analysis and end‑to‑end ticket ownership until closure.
• Support major incidents, provide status updates and collaborate with L2/engineering teams when escalation is required.
• Deliver remote assistance via phone, email, chat and ITSM portal while maintaining clear communication in English.
• Maintain compliance with ITIL processes, create and update knowledge‑base articles, and identify trends for problem management.
• Assist with audits, reporting and continuous service improvement activities.

Required profile

• Graduate degree (IT or related field preferred).
• 1–3 years of experience in an IT Service Desk or technical support role with L1 responsibilities.
• Strong analytical and documentation skills, able to work independently under pressure.
• Willingness to work 24 × 7 rotational shifts, including weekends and holidays.

Required skills

• Windows 10/11 operating systems.
• Basic macOS support.
• Active Directory (password resets, account unlocks, group membership).
• ServiceNow or comparable ITSM tool.
• LAN/Wi‑Fi, DNS, proxy and VPN troubleshooting.
• Remote support and endpoint management tools.
• Familiarity with enterprise applications and collaboration platforms.