Senior Service Desk Analyst – French & English (Windows)

About the role

We are looking for a Senior Service Desk Analyst who will provide first‑level IT support to French‑speaking end users. The role involves handling incidents and service requests via phone, email and chat, ensuring timely resolution while maintaining high customer satisfaction.

Key responsibilities

• Deliver L1 technical support for hardware, software and network issues.
• Log, classify and prioritize tickets in ServiceNow or Cherwell.
• Perform initial troubleshooting and resolve incidents within SLA.
• Escalate unresolved cases to appropriate resolver groups with proper documentation.
• Communicate with users in French and coordinate internally in English.
• Provide status updates and own tickets until closure.
• Participate in incident triage, outage communication and major incident coordination.
• Contribute to knowledge‑base articles and continuous service improvement.

Required profile

• Fluent French (written and spoken) and proficient English.
• 1–5 years of experience in a Service Desk or IT Support role, preferably serving international French‑speaking customers.
• Ability to work 24 × 7 shifts, handle peak loads and critical incidents.
• Strong problem‑solving, communication and customer‑service skills.

Required skills

• Windows operating system.
• Microsoft 365 (O365) and Outlook.
• Basic networking concepts.
• ITSM tools such as ServiceNow or Cherwell.
• Understanding of Incident & Service Request Management (ITIL framework).