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 troubleshooting hardware, software and network issues, handling incidents via phone, email and chat, and ensuring timely resolution in line with service level agreements.

Key responsibilities

• Deliver L1 technical support for Windows OS, O365, Outlook and basic networking.
• Log, classify and prioritize incidents and service requests in an ITSM tool such as ServiceNow or Cherwell.
• Perform initial troubleshooting, resolve issues within agreed SLAs and own tickets until closure.
• Escalate unresolved tickets to appropriate resolver groups with proper documentation.
• Communicate with users in French (mandatory) and coordinate internally in English.
• Provide status updates, incident triage, outage communication and assist in major incident coordination.
• Maintain high customer satisfaction through professional communication.
• Contribute to knowledge‑base updates and continuous service improvement.

Required profile

• Fluent written and spoken French; proficient English for internal communication.
• 1–5 years of experience in Service Desk or IT Support roles.
• Willingness to work 24 × 7 shifts supporting global users and handle peak loads or critical incidents.
• Strong problem‑solving, analytical thinking and ability to work under pressure.

Required skills

• Windows operating system.
• Microsoft Office 365 and Outlook.
• Basic networking concepts.
• Experience with ITSM tools (ServiceNow, Cherwell).
• Understanding of Incident & Service Request Management (ITIL framework).