Service Desk Analyst – French Speaking - Remote

Overview

The Service Desk Analyst is an entry-level engineering role responsible for providing professional remote technical support to clients, proactively identifying and resolving technical incidents and problems.

In Short

• Initial point of contact for end-users seeking technical assistance.
• Provides troubleshooting and support for networking issues.
• Resolves collaboration-related issues including email and video conferencing.
• Addreses end-user computing problems with operating systems and hardware.
• Utilizes remote access software for diagnosing technical issues.
• Documents incidents and service requests in the ticketing system.
• Escalates complex issues to higher-level engineers.
• Collaborates with IT support teams for cross-functional issue resolution.
• Monitors network performance and conducts routine maintenance.
• Assists in developing knowledge base documentation.

Requirements

• Knowledge of networking concepts and protocols (TCP/IP, DNS, DHCP).
• Familiarity with end-user computing technologies (Windows, macOS).
• Proficiency in network monitoring and troubleshooting tools.
• Strong problem-solving and analytical skills.
• Good customer service orientation and communication skills.
• Ability to prioritize and manage multiple tasks.
• Effective teamwork and collaboration skills.
• Bachelor's degree or equivalent in IT or related field preferred.
• Relevant certifications are a plus.
• Fluent in English and French (Mandatory).

Benefits

• Diverse and inclusive workplace culture.
• Opportunities for career growth and development.
• Supportive global team environment.
• Equal Opportunity Employer.
• Encouragement to take on new challenges.