Senior Service Desk Analyst

About the role

The Senior Service Desk Analyst is the first point of contact for end‑users, delivering prompt and effective support for IT incidents and service requests. This role combines hands‑on technical troubleshooting with mentorship of junior staff and contributes to continuous service improvement.

Key responsibilities

• Serve as L1 contact via phone, email, chat and self‑service portal.
• Log, categorize and prioritize incidents and requests in ServiceNow.
• Diagnose and resolve hardware, software, network, access and application issues within SLA targets.
• Set and manage customer expectations, escalating when necessary.
• Assign unresolved tickets to appropriate internal or external support teams.
• Maintain accurate ticket records, use remote support tools and update the Knowledge Base.
• Communicate ticket status to users and ensure timely follow‑up.
• Document solutions and contribute to knowledge sharing.
• Promote high customer satisfaction through professional and empathetic service.

Required profile

• 0‑2 years of experience for Analyst level or 2‑3+ years for Senior Analyst.
• French language certification (A1 level) required.
• ITIL Foundation certified.
• Familiarity with Windows 10/11, Mac OS and basic Android/iOS environments.
• Understanding of networking concepts and hardware components.

Required skills

• Windows 10
• Windows 11
• VDI (Virtual Desktop Infrastructure)
• Veridium biometric/password‑less authentication
• ServiceNow ticketing platform
• Remote support tools
• Mac OS
• Android
• iOS
• Networking
• Hardware troubleshooting
• ITIL Foundation