Service Desk Analyst
Core
Provide technical support to end users for hardware, software, network, and enterprise application issues while managing the full lifecycle of incidents and service requests.
Role type
Service Desk Analyst (ITIL-aligned)
Builds
IT service management processes and incident resolution workflows
Domain
IT Operations / Service Desk
Deliverable
dashboards & analysis
Required skills
ITIL Foundation, Windows OS, Active Directory, Microsoft 365, Microsoft Intune, networking concepts (TCP/IP, VLANs, DNS, DHCP), server technologies, troubleshooting, technical documentation
Preferred skills
French language proficiency, valid driver's license
Technologies
Windows, Active Directory, Microsoft 365, Microsoft Intune, Windows Server
Responsibilities
Provide technical support for hardware, software, and network issues; manage incident and service request lifecycles; coordinate major incident responses; maintain knowledge base articles and technical procedures; drive continuous improvement initiatives aligned with ITIL best practices; support post-incident reviews and root cause analysis; collaborate with the Network team to troubleshoot network devices.
Seniority
Mid-level, hands-on IC