Global Service Desk Analyst – French/English Support

lvs1; United States; Remote; USD 40,000 - 52,000; Full time

Benefits offered by this job

Benefits from day one

Retirement savings plan

Employee recognition programs

Job summary

lvs1 is seeking a first-line IT support specialist to assist users of IT and communications systems in a global service desk. You will triage, troubleshoot, and coordinate with specialist teams while communicating in French and English.

The role requires at least two years in a service desk, bilingual proficiency, and strong customer service skills, with availability for evenings and/or weekends. ITIL familiarity and CompTIA A+ are preferred.

Qualifications

• Two years of experience in a service desk or help desk role.
• Fluency in French and English for professional conversations, with strong written and spoken communication in both languages.
• Demonstrated ability to troubleshoot and resolve technical and procedural issues.
• Ability to respond professionally and quickly as customer needs change, including in high-pressure situations.
• Strong customer service skills over the phone and through other support channels.

Responsibilities

• Record customer issues clearly and completely in a ticketing system.
• Assess symptoms and urgency, troubleshoot technical or procedural problems, and resolve issues when possible.
• Route incidents to the appropriate second-line support team when they cannot be resolved at first contact.
• Track escalated incidents through resolution and assist with internal and external escalations.
• Identify opportunities to improve support processes and work with colleagues and leads on service delivery.

Skills

First-line support

Bilingual French/English

Customer service

Evenings/weekends willingness

Education

Two years in service desk/help desk

Tools

ITIL familiarity

CompTIA A+ certification

Job description

lvs1 is seeking a first-line IT support specialist to assist users of IT and communications systems in a global service desk. You will triage, troubleshoot, and coordinate with specialist teams while communicating in French and English.

The role requires at least two years in a service desk, bilingual proficiency, and strong customer service skills, with availability for evenings and/or weekends. ITIL familiarity and CompTIA A+ are preferred.