Title: Service Desk Analyst  Location: Scottsdale, AZ (Onsite)

Title: Service Desk Analyst 

Location: Scottsdale, AZ (Onsite)

Junior candidates would also work, 4-6 years

Key Responsibilities

Service Desk Operations
Act as the first point of contact L1 support for all ITrelated incidents and service requests
Provide support via phone email chat and selfservice portal in both English and French
Log categorize prioritize and track tickets using ITSM tools eg ServiceNow Remedy Ivanti
Ensure timely resolution or escalation of issues as per defined SLAs
Technical Support

Troubleshoot and resolve issues related to

oWindows Mac OS environments

oMicrosoft 365 Outlook Teams SharePoint OneDrive

oActive Directory user account management password resets

oVPN remote access and network connectivity

oPrinters peripherals and standard business applications

Perform basic desktop support and remote troubleshooting

Customer Experience

Deliver highquality bilingual customer support English French with professionalism and empathy
Maintain strong communication with endusers on ticket status and resolution
Meet or exceed Customer Satisfaction CSAT targets
Incident Request Management
Follow ITILbased processes for Incident Request and Problem Management
Escalate complex issues to L2L3 support teams with proper documentation
Identify recurring issues and contribute to Knowledge Base articles
Documentation Compliance
Maintain accurate ticket updates and documentation
Adhere to organizational policies data security and compliance requirements
Contribute to process improvement initiatives
Required Skills Qualifications

Language Skills

Fluent in French B2C1 or above and English written spoken

Ability to handle business conversations emails and calls in both languages

Technical Skills

Good understanding of

oWindows OS MS Office Suite M365 tools

oActive Directory identity management

oNetworking basics DNS DHCP VPN

oITSM ticketing tools ServiceNow preferred

Knowledge of remote desktop tools and troubleshooting techniques

Experience

5 years of experience in IT Service Desk Helpdesk Technical Support

Experience in supporting global customers EuropeCanada region preferred

Skills

Mandatory Skills : Servicedesk