Sira Consulting, an Inc 5000 company Is Hiring A Service Desk Analyst

Join our team as a Service Desk Analyst and utilize your technical skills and French language proficiency in a dynamic, onsite environment in Morrisville, NC. 🚀

Role: Service Desk Analyst - French Language Proficiency

Location:

Morrisville, NC - Onsite

Key Responsibilities:

• Filter and Support: Handle Help Desk calls, providing basic support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support.
• Issue Analysis: Gather and analyze information about user issues to determine the best resolution method.
• Ticket Management: Manage, prioritize, and document incoming questions and service desk tickets efficiently.
• Technical Resolution: Resolve technical issues swiftly and effectively to ensure minimal downtime.
• Software Support: Install, configure, and meet end-user needs for various software applications.
• Escalation & Communication: Escalate serious problems to relevant departments and teams, ensuring clear communication.
• System Maintenance: Perform regular system updates, testing, and maintenance to prevent service interruptions.
• Trend Analysis: Analyze IT incident reports to identify trends and recommend changes to prevent future issues.
• Documentation: Produce user manuals and guidance documents for end-users.
• Tool Expertise: Previous experience working with ServiceNow Ticketing tool is preferred.

Skills Required:

• Technical Proficiency: Ability to diagnose and resolve hardware and software issues effectively.
• Language Skills: Fluency in French to support French-speaking users and facilitate effective communication.
• Operating Systems: Familiarity with Windows and macOS environments.
• Software Support: Skills in installing, configuring, and supporting a broad range of software applications.
• ITSM and Ticketing: Experience with IT Service Management tools and ticketing systems like ServiceNow.