We are looking for a proactive and customer-focused Service Desk Analyst with 2 - 4 years of experience in IT Service Desk or Technical Support. The ideal candidate should have excellent neutral Canadian French (French CAN) communication skills, hands-on experience with ServiceNow or similar ticketing tools, and the ability to provide Level 1 (L1) IT support in a 24x7 support environment. The candidate will act as the first point of contact for end users, ensuring timely issue resolution while delivering an excellent customer experience.

Key Responsibilities :

- Act as the first point of contact for IT support via phone, email, chat, or ticketing systems.

- Log, categorize, prioritize, and track incidents and service requests using ServiceNow or similar ITSM tools.

- Provide Level 1 (L1) technical support for :

1. Windows operating systems

2. Desktop and laptop issues

3. Printers and peripheral devices

4. Microsoft Office applications

5. Basic network connectivity issues

6. Mobile device support

- Perform password resets, account unlocks, and user access management.

- Troubleshoot application and system-related issues and resolve within SLA.

- Escalate unresolved incidents to Level 2/Level 3 support teams following standard procedures.

- Install, configure, and troubleshoot desktops, laptops, printers, and software applications.

- Maintain detailed documentation of incidents, resolutions, and knowledge articles.

- Follow ITIL processes for Incident, Request, and Problem Management.

- Ensure SLA compliance and maintain high customer satisfaction.

- Support users in a 24x7 rotational shift environment.

Mandatory Skills :

- 2 - 4 years of experience in IT Service Desk or Technical Support.

- Excellent neutral Canadian French (French CAN) communication skills (spoken and written).

- Strong English communication skills.

- Hands-on experience with ServiceNow or any ITSM ticketing tool.

- Experience providing Level 1 technical support.

- Knowledge of Windows OS and Microsoft Office Suite.

- Basic networking knowledge (DNS, DHCP, VPN, TCP/IP).

- Experience with Active Directory (password resets, user account management).

- Understanding of ITIL framework and incident management.

- Experience working in a contact center or helpdesk environment.