Senior Service Desk Analyst – English/French, Windows

About the role

The Senior Service Desk Analyst provides advanced L1 technical support to end‑users across multiple IT domains. Working in a 24 × 7 rotational environment, the analyst resolves incidents, fulfills service requests, and ensures compliance with SLA targets while communicating clearly in both English and French.

Key responsibilities

• Handle L1 escalated incidents and service requests for Windows, macOS, Active Directory, network connectivity and standard enterprise applications.
• Perform detailed troubleshooting, root‑cause analysis and end‑to‑end ticket ownership until closure.
• Provide remote support via phone, email, chat and the ITSM portal, keeping users informed of status and timelines.
• Escalate complex issues to L2 or engineering teams with proper diagnostics and logs.
• Participate in major incident response, update stakeholders and follow incident‑management processes.
• Maintain and create Knowledge Base articles, identify trends and contribute to problem‑management and shift‑left initiatives.
• Support audit, reporting and continuous‑improvement activities in line with ITIL practices.

Required profile

• Graduate degree (IT or related field preferred) with 1–3 years of experience in an IT Service Desk or Technical Support role.
• Strong customer‑handling abilities, excellent written and spoken English (and French) communication.
• Ability to work independently under pressure and manage expectations.
• Willingness to work 24 × 7 rotational shifts, including weekends and holidays.

Required skills

• Windows 10/11 (basic macOS support)
• Active Directory – password resets, account unlocks, group membership
• ITSM tools such as ServiceNow or equivalent
• ITIL‑based incident, request, change and knowledge processes
• Remote support tools and endpoint‑management utilities
• LAN/Wi‑Fi connectivity, DNS, proxy and VPN troubleshooting
• Standard enterprise applications and collaboration tools