NTT DATA is looking for a French-speaking Service Desk Analyst to join our team. In this entry-level engineering role, you will provide professional remote technical support to clients, proactively identifying and resolving technical incidents across multiple IT domains. You will be part of an organization that embraces diversity and inclusion and encourages you to grow your career.
What You'll Do
- Serve as the initial contact for end-users seeking technical assistance.
- Troubleshoot incidents related to networking including connectivity, DNS, DHCP, and wireless.
- Resolve issues with collaboration tools like email systems, video conferencing, and document sharing applications.
- Address end-user computing problems with operating systems, hardware, software, printers, and mobile devices.
- Use remote access software and diagnostic tools to resolve technical issues.
- Document all incidents and actions in the service desk ticketing system.
- Escalate complex issues to higher-level engineers or specialized teams.
- Collaborate with other IT support teams to resolve cross-functional issues.
- Monitor network performance and conduct routine maintenance tasks.
- Assist in developing and maintaining knowledge base documentation.
- Adhere to IT service management processes including incident, problem, and change management.
What We're Looking For
- Basic experience in a service desk or helpdesk role providing support in networking, collaboration, and end-user computing.
- Knowledge of networking concepts and protocols such as TCP/IP, DNS, DHCP, VLANs, routing, and switching.
- Familiarity with end-user computing technologies including Windows and macOS operating systems and hardware troubleshooting.
- Proficiency with network monitoring tools, collaboration platforms, remote desktop tools, and incident ticketing systems.
- Problem-solving and analytical skills with the ability to troubleshoot effectively across multiple IT domains.
- Good customer service orientation with the ability to communicate technical concepts to non-technical users.
- Ability to prioritize and manage multiple tasks, work under pressure, and meet deadlines.
- Effective teamwork and collaboration skills.
- Fluent in English (Mandatory).
- Fluent in French (Mandatory).
Nice to Have
- Bachelor's degree or equivalent in information technology, computer science, or a related field.
- Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications.
Work Mode
This role follows a hybrid work model.
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.
