Service Desk Analyst (Bilingual English & French)

Droisys is an innovation technology company focused on helping companies accelerate their digital initiatives from strategy and planning through execution. We leverage deep technical expertise, Agile methodologies, and data-driven intelligence to modernize systems of engagement and simplify human/tech interaction. At Droisys, we invest in our talent and support career growth, and we are always on the lookout for amazing talent who can contribute to our growth by delivering top results for our clients. Join us to challenge yourself and accomplish work that matters . Job Title: Service Desk Analyst (Bilingual English & French) Job Location Dallas, TX (Onsite) Duration 12 Months Key Responsibilities Service Desk Operations • Act as the first point of contact L1 support for all ITrelated incidents and service requests • Provide support via phone email chat and selfservice portal in both English and French • Log categorize prioritize and track tickets using ITSM tools eg ServiceNow Remedy Ivanti • Ensure timely resolution or escalation of issues as per defined SLAs Technical Support • Troubleshoot and resolve issues related to • Windows Mac OS environments • Microsoft 365 Outlook Teams SharePoint OneDrive • Active Directory user account management password resets • VPN remote access and network connectivity • Printers peripherals and standard business applications • Perform basic desktop support and remote troubleshooting Customer Experience • Deliver high quality bilingual customer support English French with professionalism and empathy • Maintain strong communication with end users on ticket status and resolution • Meet or exceed Customer Satisfaction CSAT targets • Incident Request Management • Follow ITIL based processes for Incident Request and Problem Management • Escalate complex issues to L2L3 support teams with proper documentation • Identify recurring issues and contribute to Knowledge Base articles • Documentation Compliance • Maintain accurate ticket updates and documentation • Adhere to organizational policies data security and compliance requirements • Contribute to process improvement initiatives Required Skills Qualifications Language Skills • Fluent in French B2C1 or above and English written spoken • Ability to handle business conversations emails and calls in both languages Technical Skills • Windows OS MS Office Suite M365 tools • Active Directory identity management • Networking basics DNS DHCP VPN • ITSM ticketing tools ServiceNow preferred • Knowledge of remote desktop tools and troubleshooting techniques Experience • 5 years of experience in IT Service Desk Helpdesk Technical Support • Experience in supporting global customers Europe Canada region preferred Droisys is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. Droisys believes in diversity, inclusion, and belonging, and we are committed to fostering a diverse work environment.