Service Desk Analyst – French

About the role

We are looking for a bilingual Service Desk Analyst to provide Level 1 IT support to global users. The role involves diagnosing and resolving hardware, software and network issues while delivering a high‑quality customer experience in both French and English.

Key responsibilities

• Provide Level 1 desktop support via phone, email, chat and remote tools.
• Support French‑speaking and English‑speaking users, ensuring clear communication and timely resolution.
• Meet agreed Service Level Agreements for ticket handling and resolution.
• Achieve First Call Resolution, maintain low Average Handling Time and minimize ticket reopens.
• Document incidents, troubleshooting steps and resolutions accurately in the ticketing system.
• Escalate complex issues to higher‑level support teams following defined processes.
• Ensure compliance with company policies, security standards and regulatory requirements.
• Contribute to knowledge‑base updates and continuous‑improvement initiatives.

Required profile

• Fluency in French and English, both spoken and written.
• Strong verbal and written communication abilities.
• Analytical mindset with solid problem‑solving skills.
• Ability to thrive in a fast‑paced, customer‑focused environment.
• Willingness to engage in training and self‑development.

Required skills

• Windows operating systems.
• Remote support tools.
• IT Service Management (ITSM) and ticketing systems.
• Basic networking concepts and troubleshooting methodologies.