Senior Analyst - English, French, Microsoft Windows

Job Summary

Job Summary : Language Required: French\r\n Provide first-line technical support to employees for IT issues related to hardware, software, network, access management and support to store staff for operational, billing, inventory, and basic technical issues to ensure smooth day-to-day store operations.

Job Responsibilities : • Respond to IT service requests via calls, emails, and ticketing systems.\r\n• Troubleshoot hardware issues (laptops, desktops, printers, billing, POS (Point of Sale), inventory, and operational queries).\r\n• Support software issues (OS, Microsoft Office, email systems).\r\n• Manage password resets, user account setup, and access permissions.\r\n• Escalate complex technical issues to Level 2/3 support.\r\n• Log incidents and service requests accurately.\r\n• Document all support activities accurately in the system.\r\n• Provide guidance on store procedures and policies.\r\n• Ensure process and security compliance in all the activities

Skill Requirement : • Strong technical troubleshooting skills (hardware, software, network basics).\r\n• Knowledge of operating systems (Windows, macOS) and productivity software.\r\n• Familiarity with retail store operations (POS, inventory management).\r\n• Familiarity with Active Directory, VPN, and ticketing tools (Service Now, Jira).\r\n• Good communication and documentation skills.\r\n• Retail process knowledge.\r\n• Customer-first attitude.\r\n• Ability to work in shifts.

Other Requirement : • Experience - minimum 1-2 years of Service Desk experience\r\n• Should be fluent in French

To perform a support role for our international customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing. The main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.

Key Responsibilities

1. Provide hardware/software/network problem diagnosis/resolution via telephone for customers’ end users

2. Route problems to internal support group

3. Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge

4. Administer and provide User Access in various systems

5. Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions

6. Excellent communication and conversation skills (both verbal and written)

Fluent English and French:

1. Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations

2. Ability to acquire new information quickly and the willingness to do so at all times

Skill Requirements

1. Understanding of the IT environment and readiness to learn new processes and technologies

2. Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware

3. ITIL knowledge and certification would be an asset

4. Understanding and experience of ITSM tools like Service Now, Remedy, Jira etc.

Other Requirements

1. 1 year of previous IT experience (Customer Service & Technical Support