Service Desk Analyst
Job Summary
Providing technical support in a 24x7 work environment, the full-time Service Desk Analyst will manage incident resolution and request fulfillment through various channels, ensuring customer satisfaction while adhering to service level agreements (SLAs).
Key Responsibilities
- Provide Level 1 / Level 1.5 technical support via phone, chat, email, and ticketing systems
- Troubleshoot and resolve issues related to Microsoft Windows, iOS, Android, and Mac OS
- Create and maintain knowledge base articles while owning tickets from initiation to closure
Required Qualifications
- Fluent in English and French, with strong oral and written communication skills
- 1-5 years of experience in IT Technical Support / Service Desk
- Strong knowledge of Microsoft Windows and troubleshooting across various operating systems
- Experience with ServiceNow ticketing system
- Bachelor's Degree in Computer Science or a related field preferred; IT Diploma holders also considered
Complete Job Description
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