Role- Service Desk Analyst - Proficiency in French language
Location: Morrisville, NC - Onsite
Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
Should gather and analyzes information about the user's issue and determines the best way to resolve their problem.
Managing, prioritizing, and documenting incoming questions and service desk tickets
Resolving technical issues quickly and efficiently
Installing and configuring software and meeting end-user needs
Escalating any serious problems to relevant departments and teams
Performing system updates, tests, and maintenance to avoid service interruptions.
Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
Producing user manuals and guidance for end-users
Prior experience working on Service Now Ticketing tool.
Skills Required:
Proficiency in diagnosing and resolving hardware and software issues efficiently.
Proficiency in French language to support a French Service Desk and communicate effectively with French-speaking users.
Familiarity with various operating systems such as Windows & macOS,
Ability to install, configure, and support a wide range of software applications.
Experience with ITSM software and ticketing systems.