Service Desk Analyst (Bilingual English & French)

Job Title:

Service Desk Analyst (Bilingual English & French)

Location:

Dallas, TX (Onsite) - 5 days 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