Analyst - English, French, Microsoft Windows
About this role
Job Summary
The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.
Key Responsibilities
Receive, log, and handle incidents and service requests via chat and calls. • Classify, prioritize, and categorize incidents and service interruptions. • Provide first-contact resolution for common service requests. • Escalate complex or unresolved incidents per SLA guidelines. • Track tickets from logging to resolution and closure. • Communicate status and resolution updates to users and stakeholders. • Support operations during change activities with minimal service disruption. • Maintain accurate records and catalog incidents by symptom and resolution. • Assist in tracking service reliability and performance data.
Skill Requirements
Experience in Service Desk / Help Desk operations (L1/L1.5). • Strong chat and voice support skills. • Knowledge of ITIL Incident and Request Management. • Experience with ticketing tools such as ServiceNow. • Strong communication and customer service skills.
Other Requirements
Experience in Service Desk / Help Desk operations (L1/L1.5). • Strong chat and voice support skills. • Knowledge of ITIL Incident and Request Management. • Experience with ticketing tools such as ServiceNow. • Strong communication and customer service skills.
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