Sr Administrator (Support & Operations)

Job Summary

The Service Desk Analyst will provide first-level IT support to end users, ensuring timely resolution of incidents and service requests. The role requires fluency in French and English, strong communication skills, and adherence to SLA and quality standards.

Key Responsibilities

Provide Level 1 support via calls, chats, and emails in French and English Log, categorize, and prioritize incidents and service requests Ensure timely resolution within defined SLA timelines Perform first-level troubleshooting for: Hardware / Software issues Office 365 / Outlook / Teams Password resets & account unlocks Basic network/VPN issues Escalate unresolved issues to L2/L3 teams as per process Maintain accurate ticket documentation and updates Follow ITIL processes (Incident, Request, Knowledge Management) Contribute to Knowledge Base (KM) updates and improvements Ensure customer satisfaction and quality compliance

Skill Requirements

French Language Proficiency (B1/B2 or above preferred) Strong verbal and written communication in French & English Good understanding of IT Service Desk operations Basic knowledge of: Windows OS MS Office / Office 365 Active Directory

Other Requirements

Preferred Skills: ITIL Foundation certification Experience in tools like Service Now / Remedy / BMC Exposure to remote support tools