Senior Analyst - English, French, Microsoft Windows

Job Summary

The Service Desk L1 Support Agent provides advanced technical support to end users by resolving incidents and service requests. The role requires strong troubleshooting skills, ownership of tickets through resolution, and effective communication with users and internal resolver groups. The agent acts as a key contributor to SLA compliance, knowledge management, and service improvement.

Key Responsibilities

Incident & Request Management:

Handle L1 escalated incidents and service requests across IT domains such as workplace, OS, applications, and network basics

Perform detailed technical troubleshooting and root cause analysis for recurring issues

Take end-to-end ownership of tickets until closure, ensuring SLA and quality compliance

Work on major incidents, providing updates and support as per incident management processes

Escalate to L2 / engineering teams with proper diagnostics, logs, and analysis when required

User Support & Communication:

Provide remote support via phone, email, chat, and ITSM portal

Communicate clearly and professionally with end users in English (verbal and written)

Manage user expectations by providing accurate resolution timelines and status updates

Technical Support Scope (Typical L1)

Operating Systems: Windows 10/11, basic MacOS support

Workplace services: user profiles, access issues, printers, VPN, email clients

Active Directory: password resets, account unlocks, group membership (as per access rights)

Network basics: LAN/Wi-Fi connectivity, DNS, proxy, VPN troubleshooting

Standard enterprise applications and collaboration tools

Remote tools and device troubleshooting

Process & Continuous Improvement:

Ensure compliance with ITIL-based processes (Incident, Request, Change, Knowledge)

Create, update, and reuse Knowledge Base (KB) articles

Identify trends and contribute to problem management and shift-left initiatives

Support audits, reporting, and service improvement activities

Skill Requirements

Required Skills & Qualifications:

Education & Experience:

Any graduate degree (IT or related field preferred)

1–3 years of experience in IT Service Desk / Technical Support with L1 exposure

Technical Skills:

Strong hands-on troubleshooting skills for end-user computing issues

Experience with ITSM tools (Service Now or equivalent)

Understanding of enterprise IT environments and support models

Familiarity with remote support tools and endpoint management

Language & Soft Skills:

Excellent English communication skills (spoken and written)

Strong customer-handling and problem-solving skills

Ability to work independently and under pressure

Good documentation and analytical skills

Shape

Working Conditions

24x7 rotational shifts (depending on customer engagement)

Weekend and holiday support as per roster

Offshore / global support environment

Shape

Nice to Have:

ITIL Foundation certification:

Exposure to L2 coordination or major incident bridges

Experience in global or multilingual service desk environments

Other Requirements

Other Requirement: French Only Job Role : Senior Analyst

• English, French, Microsoft Windows

Job Summary : French Only

Job Responsibilities : French Only

Skill Requirement : French Only