Service Desk Analyst (Support & Operations)

About the role

The Service Desk Analyst is the first point of contact for end‑users, delivering timely assistance for IT incidents and service requests. The role focuses on maintaining a high‑quality customer experience while adhering to SLA commitments. Senior analysts also handle more complex issues, mentor junior staff, and drive process improvements.

Key responsibilities

• Receive and log user requests via phone, email, chat, or self‑service portal (L1 support).
• Accurately categorize, prioritize, and assign incidents and service requests in ServiceNow.
• Troubleshoot and resolve common hardware, software, network, access, and application issues within agreed SLA targets.
• Escalate or reassign tickets to internal or external teams when resolution exceeds L1 scope.
• Maintain clear communication with users on ticket status and ensure timely follow‑up until closure.
• Document solutions and contribute to the Knowledge Base.
• Provide empathetic, professional support to achieve high customer satisfaction.

Required profile

• French language certification (A1 level) or equivalent.
• 0–2 years of experience for Analyst level; 2–3+ years for Senior Analyst level.
• ITIL Foundation certification (desirable).

Required skills

• Knowledge of Windows 10 and Windows 11 operating systems.
• Experience with VDI (Virtual Desktop Infrastructure) environments.
• Familiarity with Veridium biometric/password‑less authentication administration.
• Understanding of Windows, macOS, Android/iOS (desirable), networking, and hardware.
• Proficiency with ServiceNow ticketing and remote support tools.