It Service Desk Analyst

Description:

Raas Infotek is urgently seeking a bilingual IT Service Desk Analyst fluent in both French and English to join their dynamic support team on a contract basis. This remote role, based in Mississauga, ON, requires a candidate capable of working in a 24/7 environment with rotating shifts, including nights and weekends.

The successful candidate will act as the first point of contact for IT support, providing prompt and efficient troubleshooting for hardware, software, network, and application issues. Using the ServiceNow ticketing system, the analyst will log, track, and manage incidents and service requests with accuracy and professionalism.

Key responsibilities include diagnosing technical issues, escalating complex problems to higher-level support, maintaining comprehensive documentation of issues and solutions, and collaborating with the team to improve the knowledge base. The role also emphasizes adherence to ITIL best practices and organizational security standards, contributing to continuous service improvements.

Candidates must possess excellent communication and customer service skills, a strong technical aptitude for troubleshooting, and prior experience with ITSM tools like ServiceNow. Certifications such as ITIL Foundation or CompTIA A+ will be considered advantageous.

Key Responsibilities:

• Provide first-line support for hardware, software, network, and applications.

• Log, track, and manage incidents and service requests in ServiceNow.

• Document issues, actions, and resolutions thoroughly.

• Troubleshoot and resolve technical incidents or escalate as necessary.

• Collaborate to maintain and enhance knowledge base documentation.

• Follow ITIL best practices and comply with security standards.

• Participate in continuous service improvement initiatives.

Required Skills & Qualifications:

• Bilingual proficiency in French and English (verbal and written).

• 1–3 years of IT service desk or technical support experience.

• Proficiency with ServiceNow or similar ITSM tools.

• Strong troubleshooting skills for Windows, MS Office, and network connectivity.

• Excellent communication and customer service skills.

• Ability to work rotating shifts in a 24/7 environment, including nights and weekends.

• ITIL Foundation, CompTIA A+, or equivalent certifications are a plus.