Service Desk Analyst

About the role

You will filter help desk calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support. The role involves gathering and analyzing information about user issues to determine the best resolution path.

Responsibilities

• Manage, prioritize, and document incoming questions and service desk tickets.
• Resolve technical issues quickly and efficiently.
• Install and configure software to meet end-user needs.
• Escalate serious problems to relevant departments and teams.
• Perform system updates, tests, and maintenance to avoid service interruptions.
• Analyze IT incident reports and questions to identify trends and recommend preventive changes.
• Produce user manuals and guidance for end-users.

Requirements

• Proficiency in diagnosing and resolving hardware and software issues efficiently.
• Proficiency in the French language to support a French Service Desk and communicate effectively with French-speaking users.
• Familiarity with various operating systems such as Windows and macOS.
• Ability to install, configure, and support a wide range of software applications.
• Experience with ITSM software and ticketing systems, including prior experience working on the ServiceNow Ticketing tool.

Location: Morrisville, NC (Onsite)