Service Desk Analyst

3 weeks ago


Toronto, Canada Yochana Full time

Title: IT Service Desk Analyst - Bilingual (French & English) Location: GTA, ON Duration: Long Term Provide prompt first-line support for hardware, software, network, and application issues. • Log, track, and manage incidents and service requests using the ServiceNow ticketing system. • Accurately document issues, actions taken, and solutions provided. • Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed. • Communicate effectively in French and English, ensuring clarity and empathy in all interactions. • Collaborate with team members to maintain and improve knowledge base documentation. • Follow ITIL best practices and adhere to organizational security and compliance standards. • Contribute to continuous service improvement initiatives. Bilingual proficiency in French and English is mandatory. • Bilingual proficiency in French and English (verbal and written). • 1-3 years of experience in IT service desk or technical support roles. • Proficiency with ServiceNow ticketing system (or similar ITSM tool). • Strong technical troubleshooting skills, including basic support for Windows, MS Office, and network connectivity. • Excellent communication and customer service skills. • Ability to thrive in a 24/7 environment with rotating shifts, including nights and weekends. • Certifications such as the ITIL Foundation, CompTIA A+, or equivalent are a plus Work Environment: 24/7 rotational shifts (including nights, weekends, and holidays)


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