Senior Service Desk Analyst – English/French & Windows

About the role

The Senior Service Desk Analyst provides advanced L1 technical support to end‑users in a global, 24x7 environment. The role requires strong troubleshooting abilities, ownership of incidents from start to finish, and clear communication in English (and French) with users and internal resolver groups.

Key responsibilities

• Handle L1‑escalated incidents and service requests across workplace, OS, applications, and basic network domains.
• Perform detailed technical troubleshooting, root‑cause analysis and take end‑to‑end ownership of tickets until closure while meeting SLA targets.
• Support major incidents, provide timely updates and collaborate with L2/engineering teams when escalation is required.
• Deliver remote support via phone, email, chat and ITSM portal, setting realistic expectations for users.
• Maintain compliance with ITIL‑based processes, create and update Knowledge Base articles, and contribute to problem‑management and shift‑left initiatives.

Required profile

• Graduate degree (IT or related field preferred) with 1–3 years of L1 service‑desk experience.
• Excellent English communication skills, both spoken and written; French is a plus.
• Ability to work independently under pressure, manage rotating shifts and weekend/holiday support.

Required skills

• Windows 10/11 (basic macOS support)
• Active Directory (password resets, account unlocks, group membership)
• ITSM tools – ServiceNow or equivalent
• ITIL fundamentals (foundation certification is a plus)
• Remote support and endpoint‑management tools
• Network basics – LAN/Wi‑Fi, DNS, proxy, VPN troubleshooting
• Standard enterprise applications and collaboration tools