Service Desk Analyst – French Speaking

About the role

The Service Desk Analyst provides first‑line remote technical support to end‑users, focusing on networking, collaboration tools, and end‑user computing. This entry‑level position is ideal for French‑speaking candidates who enjoy troubleshooting and delivering timely solutions.

Key responsibilities

• Act as the initial point of contact for users reporting issues with network connectivity, DNS, DHCP, IP addressing, wireless access, and network equipment.
• Troubleshoot collaboration platforms such as email, video‑conferencing, instant messaging, and document‑sharing applications.
• Resolve end‑user computing problems covering operating systems, hardware, software applications, printers, and mobile devices.
• Use remote‑access tools and the ticketing system to diagnose, document, and resolve incidents.
• Escalate complex cases to Level 2 engineers or specialised teams with detailed analysis.
• Collaborate with networking, collaboration, and computing specialists to address cross‑functional issues.
• Monitor network performance, apply patches, and perform routine maintenance as required.
• Contribute to knowledge‑base articles, troubleshooting guides, and standard operating procedures.

Required profile

• Entry‑level candidate with a strong interest in IT support.
• Fluent French communication skills (both spoken and written).
• Ability to work independently in a remote environment and follow documented procedures.
• Strong customer‑service orientation and problem‑solving mindset.

Required skills

• DNS and DHCP configuration
• IP addressing and subnetting
• Wireless networking and network equipment setup
• Email systems, video‑conferencing and instant‑messaging platforms
• Document‑sharing applications
• Windows operating system support
• Hardware, printer and mobile device troubleshooting
• Remote‑access software
• Ticketing system usage