Service Desk Analyst
- VDART Inc.
7 Days Ago
NA
Yearly
Scottsdale-AZ
5-7 Years
Required Skills: Servicedesk
Job Description
Key Responsibilities
Service Desk Operations
- Act as the first point of contact L1 support for all ITrelated incidents and service requests
- Provide support via phone email chat and selfservice portal in both English and French
- Log categorize prioritize and track tickets using ITSM tools eg ServiceNow Remedy Ivanti
- Ensure timely resolution or escalation of issues as per defined SLAs
Technical Support
Troubleshoot and resolve issues related to
- Windows Mac OS environments
- Microsoft 365 Outlook Teams SharePoint OneDrive
- Active Directory user account management password resets
- VPN remote access and network connectivity
- Printers peripherals and standard business applications
- Perform basic desktop support and remote troubleshooting
Customer Experience
- Deliver high quality bilingual customer support English French with professionalism and empathy
- Maintain strong communication with end users on ticket status and resolution
- Meet or exceed Customer Satisfaction CSAT targets
Incident Request Management
- Follow ITIL based processes for Incident Request and Problem Management
- Escalate complex issues to L2L3 support teams with proper documentation
- Identify recurring issues and contribute to Knowledge Base articles
Documentation Compliance
- Maintain accurate ticket updates and documentation
- Adhere to organizational policies data security and compliance requirements
- Contribute to process improvement initiatives
Required Skills Qualifications
Language Skills
- English written spoken
- Ability to handle business conversations emails and calls
Technical Skills
Good understanding of
- Windows OS MS Office Suite M365 tools
- Active Directory identity management
- Networking basics DNS DHCP VPN
- ITSM ticketing tools ServiceNow preferred
- Knowledge of remote desktop tools and troubleshooting techniques
Experience
- 5 years of experience in IT Service Desk Helpdesk Technical Support
- Experience in supporting global customers Europe Canada region preferred
