Role Overview

The Service Desk Analyst serves as the first point of contact for end users, providing timely and effective support for IT incidents and service requests. The role ensures a high-quality customer experience while meeting SLA commitments. The Senior Analyst additionally takes on more complex issues, mentors junior team members, and contributes to process and service improvements.

Key Responsibilities

Service Desk Analyst/Senior analyst

• Act as the first point of contact (L1) for users via phone, email, chat, and self-service portal

• Log, categorize, and prioritize incidents and service requests accurately in ServiceNow

• Diagnose and resolve common technical issues (hardware, software, network, access, applications) within agreed SLAs

• Set customer expectations by appropriately prioritizing incidents

• Assign calls, requests, and incidents to internal and external support teams when issues cannot be resolved by the Service Desk

• Manage calls, incidents, and requests by logging, escalating, and resolving using ServiceNow and remote support tools, including the Knowledge Base

• Keep users informed on ticket status and ensure timely follow-up through to resolution

• Maintain accurate documentation and contribute to the Knowledge Base

• Ensure a high level of customer satisfaction through professional and empathetic communication

Skills / Specific Tasks / Activities

Technical

• Knowledge of Windows 10 and 11

• Knowledge of VDI (Virtual Desktop Infrastructure) environments and support

• Knowledge of Veridium (biometric / passwordless authentication) administration and troubleshooting

Qualification & Experience

• Certification in French Language (Language Proficiency – A1)

• Minimum overall work experience of 0–2years (Analyst); 2–3+ years (Senior Analyst)

• Knowledge of Windows & Mac OS; knowledge of Android/iOS (desirable), networking, and hardware

• ITIL Foundation certified (desirable)