Service Desk Analyst
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Key Responsibilities
Service Desk Analyst/Senior analyst
- Act as the first point of contact (L1) for users via phone, email, chat, and self-service portal
- Log, categorize, and prioritize incidents and service requests accurately in ServiceNow
- Diagnose and resolve common technical issues (hardware, software, network, access, applications) within agreed SLAs
- Set customer expectations by appropriately prioritizing incidents
- Assign calls, requests, and incidents to internal and external support teams when issues cannot be resolved by the Service Desk
- Manage calls, incidents, and requests by logging, escalating, and resolving using ServiceNow and remote support tools, including the Knowledge Base
- Keep users informed on ticket status and ensure timely follow-up through to resolution
- Maintain accurate documentation and contribute to the Knowledge Base
- Ensure a high level of customer satisfaction through professional and empathetic communication Skills / Specific Tasks / Activities Technical
- Knowledge of Windows 10 and 11
- Knowledge of VDI (Virtual Desktop Infrastructure) environments and support
- Knowledge of Veridium (biometric / passwordless authentication) administration and troubleshooting Qualification & Experience
- Certification in French Language (Language Proficiency – A1)
- Minimum overall work experience of 0–2years (Analyst); 2–3+ years (Senior Analyst)
- Knowledge of Windows & Mac OS; knowledge of Android/iOS (desirable), networking, and hardware
- ITIL Foundation certified (desirable)
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