Senior Analyst – English, French, Microsoft Windows Support

About the role

The Service Desk L1 Support Agent provides advanced technical assistance to end‑users, handling incidents and service requests across multiple IT domains. The role requires strong troubleshooting abilities, ownership of tickets from creation to closure, and clear communication in English and French.

Key responsibilities

• Handle L1 escalated incidents and service requests for workplace, OS, applications, and network basics.
• Perform detailed technical troubleshooting, root‑cause analysis, and end‑to‑end ticket ownership while meeting SLA targets.
• Support major incidents, provide timely updates, and collaborate with L2/engineering teams when needed.
• Deliver remote support via phone, email, chat, and ITSM portal, setting accurate expectations for users.
• Maintain ITIL‑based processes, create and update Knowledge Base articles, and contribute to problem‑management and shift‑left initiatives.
• Support 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 environment.
• Excellent written and spoken English; French language skills are a plus.
• Ability to work independently, under pressure, and document incidents clearly.

Required skills

• Hands‑on troubleshooting of Windows 10/11 and basic macOS environments.
• Active Directory operations (password resets, account unlocks, group membership).
• Network basics: LAN/Wi‑Fi, DNS, proxy, VPN troubleshooting.
• Experience with ITSM tools such as ServiceNow.
• Familiarity with remote support tools and endpoint management.
• Understanding of ITIL processes (Incident, Request, Change, Knowledge).