Bilingual Service Desk Analyst

Anone Inc.; Jersey City (NJ); On-site; USD 45,000 - 65,000; Full time

Job summary

Anone Inc. is seeking a Bilingual Service Desk Analyst Level I to provide front-line IT support for users. You will diagnose, troubleshoot, and resolve issues across networking, AD, DNS, and software, using ticketing systems, knowledge bases, and remote access tools.

Communication in English and French is required, with escalation as needed. Responsibilities include logging contacts, routing escalations to higher levels, and collaborating with 2nd/3rd level teams while maintaining knowledge

Qualifications

• Experience in IT support and incident resolution.
• Ability to use ticketing systems for logging and categorization.
• Familiarity with remote access tools.
• Strong verbal and written communication in English and French.

Responsibilities

• Provide quality customer support for IT-related issues via call, chat, email or web ticket.
• Perform diagnostics, troubleshooting and resolution based on knowledge articles.
• Use tools for resolution (remote takeover, knowledge base, ticketing systems, communication).
• Log and categorize all contacts in an incident management tool.
• Route unresolved contacts to 2nd/3rd level support per knowledge base.
• Collaborate with 2nd/3rd level teams as required.
• Ticket follow-up: monitor queue daily and take appropriate action.
• Identify and escalate issues.
• Develop knowledge and stay updated on new processes.

Skills

Networking

Active Directory

DNS

Problem solving

Troubleshooting

English/French communication

Tools

Ticketing systems

Knowledge base

Remote take-over

Job description

Bilingual Service Desk Analysts are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

Responsibilities

Service Desk Analyst Level I

1. I. Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests
2. II. Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment
3. III. Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication)
4. IV. Log & categorize all contacts within an incident management (ticketing system) tool
5. V. Assign contacts that cannot be resolved on the first contact to 2nd/3rd level support teams as per the knowledge base
6. VI. Collaborate with 2nd/3rd level teams as required
7. VII. Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action
8. VIII. Identify and escal
9. IX. Develop knowledge and keep up to date on new processes or procedures
10. X. Excellent verbal and written communication skill in both English and French

Skills required:

• Technical and system expertise (networking, active directory, DNS)
• Problem-solving and troubleshooting abilities.