Analyst - English, French, Microsoft Windows

Job Summary

Graduate Engineer Trainee (Service Desk Analyst) responsible for providing Level 1 technical support to end users across Windows environments via phone, chat, and email. Acts as the first point of contact (SPOC) for incident logging, troubleshooting, and service requests, ensuring timely resolution or accurate escalation while maintaining high customer satisfaction.

Key Responsibilities

Provide first-level (L1) support for incidents and service requests related to Windows OS, Office applications, and basic IT services Act as Single Point of Contact (SPOC) for all user queries via phone, chat, or email Groupe CAT...SOW-070621 | Word Log, categorize, prioritize, and track tickets in ITSM tools (e.g., Service Now) Perform basic troubleshooting and initial diagnosis using knowledge base and scripts

Skill Requirements

Windows OS, MS Office, basic troubleshooting ITIL basics & ticketing tools (Service Now) Strong English + French communication Customer handling & ticket management Basic networking & user account support

Other Requirements

Willingness to work in 24x7 rotational shifts Basic understanding of ITIL, Windows, Networking fundamentals Strong communication and customer handling skills