Senior Analyst – English, French, Microsoft Windows Support

About the role

The Senior Analyst provides advanced L1 technical support to end‑users in a global, 24x7 environment. You will resolve incidents and service requests across Windows, basic macOS, and core workplace services while ensuring high customer satisfaction and SLA compliance.

Key responsibilities

• Handle L1 escalated incidents and requests covering OS, applications, network basics, printers, VPN and email clients.
• Perform detailed troubleshooting, root‑cause analysis and own tickets from creation to closure.
• Participate in major incident response, provide timely updates and coordinate with L2/engineering teams.
• Deliver remote support via phone, chat, email and the ITSM portal, communicating clearly in English.
• Maintain ITIL‑based processes, create and update Knowledge Base articles, and contribute to problem‑management and shift‑left initiatives.
• Support audit, reporting and continuous‑service‑improvement activities.

Required profile

• Graduate degree (IT or related field preferred) with 1–3 years of L1 Service Desk experience.
• Strong analytical and documentation skills, able to work independently under pressure.
• Excellent spoken and written English; French is a plus.

Required skills

• Windows 10/11 (basic macOS support)
• Active Directory (password resets, account unlocks, group membership)
• VPN, LAN/Wi‑Fi, DNS, proxy troubleshooting
• Standard enterprise applications and collaboration tools
• Remote support tools and endpoint management
• ITSM platforms such as ServiceNow or equivalents
• ITIL Foundation knowledge (process compliance)