Senior Analyst - English, French, Microsoft Windows (136666)

Service Desk Analyst

Provide technical support to clients through phone, chat, email, and self-service tickets. Responsible for incident resolution, request fulfillment, troubleshooting, and ensuring customer satisfaction while meeting service level agreements (SLAs).

Provide Level 1 / Level 1.5 technical support to end users.Handle incidents and service requests via telephone, chat, email, and ticketing systems.Perform password resets, account unlocks, and user access-related support.Support hardware, software, and applications including:

• Microsoft Office
• Citrix
• VPN
• SCCM
• Amazon Workspaces

Troubleshoot and resolve Windows, iOS, Android, iPadOS, and Mac OS issues.Provide remote technical support and first-call resolution whenever possible.Create and maintain knowledge base articles and work instructions.Own tickets from initiation to closure and provide regular updates to customers.Work with ITSM tools such as:

• ServiceNow (SNOW)
• Remedy

Meet SLA targets including:

• Response Time
• Resolution Time
• Average Speed of Answer (ASA)
• Average Handle Time (AHT)
• Customer Satisfaction (CSAT)

Coordinate with internal support teams for issue escalation and resolution.Support multiple Lines of Business (LOBs).Deliver training and knowledge transfer sessions to team members when required.Troubleshoot:

• TCP/IP
• DNS
• IP Addressing
• Subnetting
• Wireless LAN
• Ethernet connectivity

Mandatory Skills

• Strong oral and written communication skills in:
  • English
  • French
• 1–5 years of experience in IT Technical Support / Service Desk.
• Strong knowledge of:
  • Microsoft Windows
  • Windows OS troubleshooting
  • iOS & Android troubleshooting
  • Mac OS basics
• Experience with ServiceNow ticketing system.
• Knowledge of:
  • TCP/IP
  • DNS
  • IP Addressing
  • Subnetting
  • Wireless LAN
  • Desktop support

Preferred Skills

• Experience in a 24x7 support environment.
• Exposure to ITSM processes and service desk operations.
• Experience supporting enterprise applications and infrastructure.

Open to rotational shifts and weekend support in a 24x7 work environment.Customer-facing role requiring excellent communication and problem-solving skills.Ability to gather information through customer interactions and troubleshooting.Ability to collaborate and coordinate with multiple support teams.Bachelor's Degree in Computer Science or a related field preferred.IT Diploma holders are also preferred.