What are the responsibilities and job description for the Service Desk Analyst position at Cloudious LLC?
Position Details:
Title: Service Desk Analyst
Location: Scottsdale, AZ- Onsite Role
Type: Contract
Duration: 12 Months with possible extension
Start Date: ASAP
Mandatory Skills: Service Desk
Key Responsibilities
Service Desk Operations:
Act as the first point of contact L1 support for all ITrelated incidents and service requests
Provide support via phone email chat and selfservice portal in both English and French
Log categorize prioritize and track tickets using ITSM tools eg ServiceNow Remedy Ivanti
Ensure timely resolution or escalation of issues as per defined SLAs
Technical Support
Troubleshoot and resolve issues related to:
- Windows Mac OS environments
- Microsoft 365 Outlook Teams SharePoint OneDrive
- Active Directory user account management password resets
- VPN remote access and network connectivity
- Printers peripherals and standard business applications
Perform basic desktop support and remote troubleshooting
Customer Experience
- Deliver high quality bilingual customer support English & French with professionalism and empathy
- Maintain strong communication with end users on ticket status and resolution
- Meet or exceed Customer Satisfaction CSAT targets
Incident Request Management
- Follow ITIL based processes for Incident Request and Problem Management
- Escalate complex issues to L2/L3 support teams with proper documentation
- Identify recurring issues and contribute to Knowledge Base articles
Documentation Compliance
- Maintain accurate ticket updates and documentation
- Adhere to organizational policies data security and compliance requirements
- Contribute to process improvement initiatives
Required Skills Qualifications
- Language Skills
- Fluent in French B2C1 or above and English written spoken
- Ability to handle business conversations emails and calls in both languages
Technical Skills
Good understanding of
- Windows OS MS Office Suite M365 tools
- Active Directory identity management
- Networking basics DNS DHCP VPN
- ITSM ticketing tools ServiceNow preferred
Knowledge of remote desktop tools and troubleshooting techniques
Experience
- 5 years of experience in IT Service Desk Helpdesk Technical Support
- Experience in supporting global customers Europe Canada region preferred
Thanks & Regards
Cloudious LLC