Mandatory Skills

Troubleshooting IT hardware, Software issue and Password reset

Customer Communication

Experience in Ticket Tool (ServiceNow)

Problem solving skills

Bilingual - French is a must

Incident Management:

Receiving and logging incidents via phone, email, or a ticketing system.

Diagnosing and troubleshooting technical issues.

Escalating complex issues to higher-level support teams.

Ensuring timely resolution to minimize downtime.

Service Request Management:

Processing user requests for new services or modifications.

Coordinating with other departments for service fulfillment.

Updating users on the status of their requests.

Communication and Customer Service

Effective communication is key to the role of a Service Desk Analyst. They must be able to explain technical issues in simple terms and provide clear guidance to users. This includes:

Maintaining a professional and empathetic demeanor.

Providing timely updates and feedback to users.

Ensuring user satisfaction through effective resolution of issues.

Required Skills:

Technical Proficiency:

Knowledge of operating systems, software applications, and hardware.

Understanding of network and security protocols.

Proficiency in using IT support tools and ticketing systems.

Problem-Solving Abilities

Effective problem solving is a critical skill for Service Desk Analysts. They must be able to:

Analyze and diagnose technical issues.

Develop solutions to resolve incidents and service requests.

Think critically and adapt to changing situations.

Communication Skills:

Clear and concise communication is essential for Service Desk Analysts. They should be able to:

Explain technical concepts to non-technical users.

Provide comprehensive documentation and updates.

Collaborate with team members and other departments.

Customer Service Orientation

Service Desk Analysts must have a strong customer service orientation. This includes:

Maintaining professionalism and empathy in interactions.

Ensuring user satisfaction and fostering positive relationships.

Handling complaints and feedback constructively