ResponsibilitiesAct as a Point of Contact for IT related issues for Waters employees, remaining available on a telephony call center during full shiftTriage issues and service requests via ticketing system, phone, e-mail, chat, etc.Accurately record and document all details of the incident or service request, including categorization and priority into the IT Service Management tool.Troubleshoot basic end user issues and resolve upon first contact, when possible.Perform basic access management administration, based on standard operating procedures.Provide "how to" assistance on all internally supported devices, applications, and systems.Escalate issues to appropriate level support staff, or other subject-matter experts in accordance with service-level agreements and follow up on issues as appropriate.Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.Create and update FAQ documents, knowledge articles and user guides.Be an advocate for the end user to ensure they receive high-quality and timely service and support from the entire IT organization.Always ensure customer/user confidentiality and data protectionParticipate in training and provide coaching for junior analysts.May be the only Service Desk analyst covering a low volume shiftLead individual shifts as assigned, responsible for monitoring incoming tickets, proactively identifying larger incidents or problems, assigning or reassigning tickets across team members, and serving as a point of escalation for other analysts.Education and ExperienceHigh school diploma or equivalent (required)Associate's or Bachelor's degree in science, technology, engineering, math or related field preferredFamiliarity with ITIL Foundations preferredAt least 24-30 months of IT support experience required.Required Skills and AbilitiesExcellent verbal and written French and English, including clarity of communication, listening and reading comprehension, grammar, syntax, and ability to translate between both languagesStrong customer service skills, including active listening and questioning, empathy, and ability to build trust and confidenceAbility to explain complex IT subject matter to a non-technical audience and translate business needs into technical requirementsProblem solving skills and quick thinking to apply technical knowledge to new customer needs independently and efficientlyGood time management, ensuring all contacts with customers add value