MULTILINGUAL SERVICE DESK ANALYST (FRENCH)

Position Description.
Job Summary The Junior Consultant – Service Desk Analyst will act as the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system professionally with speed, accuracy, and proficiency.
The resource assigned is also expected to produce quality work aligned with the engagement’s protocols and policies.
The role may be shared across engagements with similar project and skills requirements.
These Terms of Reference apply for the role of Junior Consultant – Service Desk Analyst.
Job Responsibilities Your main responsibilities as Junior Consultant – Service Desk Analyst are, but not limited to, the following.
· First Point of contact.
Serve as the first point of contact for users seeking assistance over the phone, email, chat, portal, or other case tracking system.
· Issue Triage and Diagnosis.
Receive, prioritize, and log incoming service requests and incidents.
Gather relevant information from end-users to understand the nature of the problem and perform initial troubleshooting to diagnose issues.
· Problem Resolution.
Resolve technical issues promptly and efficiently, either by providing step-by-step instructions, troubleshooting guidance, or escalating more complex problems to higher-level support teams or technical specialists.
· Ticket Management.
Create, update, and manage service tickets or incident records in the IT service management (ITSM) system, ensuring accurate documentation of all interactions, resolutions, and follow-up actions taken.
· User Training and Education.
Assist end-users in utilizing IT systems, software applications, and hardware devices effectively by providing training, guidance, and self-help resources to enhance their technical proficiency and productivity.
· Remote Support.
Provide remote assistance to end-users by remotely accessing their devices or systems to troubleshoot issues, install software updates, or perform configurations as needed.
· Hardware and Software Support.
Install, configure, and troubleshoot hardware components (e.
., computers, printers, peripherals) and software applications if permitted.
(e.
., operating systems, productivity suites, business applications) to ensure optimal functionality and performance.
· User Account Management.
Manage user accounts, permissions, and access rights in IT systems, including account creation, modification, reset password requests, and account deactivation in compliance with security policies and procedures.
· Incident Escalation.
Escalate unresolved or complex issues to higher-level support teams, technical specialists, or management according to defined escalation procedures to ensure timely resolution and minimize downtime.
· Documentation and Knowledge Management.
Document common issues, resolutions, troubleshooting steps, and best practices in knowledge base articles or FAQs to facilitate self-service support and assist other support personnel in resolving similar issues efficiently.
· Customer Service Excellence.
Provide courteous, professional, and responsive customer service to end-users, demonstrating empathy, active listening, and effective communication skills to ensure a positive service experience and client satisfaction.
These are intended to describe the general nature and level of work.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified.
All members may be required to perform duties outside of their normal duties from time to time, as necessary.
Skills.
French Detail-oriented ServiceNow Technical Analysis What you can expect from us.
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