Job Summary
Provide bilingual English and French L1 Service Desk support as the first point of contact for end users. The analyst takes end-to-end ownership of incidents and service requests, from logging through tracking, first-level resolution, escalation, user communication, and closure coordination.
Key Responsibilities
- Receive and manage user contacts by telephone, email, Microsoft Teams chat and ServiceNow self-service, communicating professionally in English and French.
- Log, validate, categorize, prioritize and assign incidents and service requests in accordance with approved processes, priority definitions and SLAs.
- Diagnose and resolve L1 issues using approved SOPs, knowledge articles, manuals, known-error information and remote-support tools such as TeamViewer, where authorized.
- Resolve eligible incidents and requests during first contact and contribute to the First Contact Resolution target.
- Escalate unresolved tickets promptly to the correct L2/L3 resolver group with complete troubleshooting details, then track them and keep users informed.
- Maintain ticket status, work notes, resolution details and communication records in ServiceNow.
- Create, update and recommend knowledge articles, and support access-management requests subject to approved workflows and customer authorization.
- Participate in service readiness, knowledge transfer, shadowing, training and hypercare activities.
Skill Requirements
Customer Service, L1 Troubleshooting, Communication
Other Requirements
Language is the primary constraint: English and French are mandatory.
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