French / English Service Desk Analyst Reports to Supervisor, IT Global Service Desk Responsibilities Act as a Point of Contact for IT related issues for employees, remaining available on a telephony call center during full shift Triage issues and service requests via ticketing system, phone, e-mail, chat, etc.If your skills, experience, and qualifications match those in this job overview, do not delay your application.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 protection Participate in training and provide coaching for junior analysts.May be the only Service Desk analyst covering a low volume shift Lead 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 Experience High school diploma or equivalent (required) Associates or Bachelors degree in science, technology, engineering, math or related field preferred Familiarity with ITIL Foundations preferred At least 24-30 months of IT support experience required.Required Skills and Abilities Excellent verbal and written French and English, including clarity of communication, listening and reading comprehension, grammar, syntax, and ability to translate between both languages Strong customer service skills, including active listening and questioning, empathy, and ability to build trust and confidence Ability to explain complex IT subject matter to a non-technical audience and translate business needs into technical requirements Problem solving skills and quick thinking to apply technical knowledge to new customer needs independently and efficiently Good time management, ensuring all contacts with customers add value Basic computer software and hardware troubleshooting knowledge and experience, including PCs, Windows, i OS, and Microsoft 365 applications Working knowledge of Active Directory and general networking principles preferred Ability to write and improve process and knowledge documents and strong adherence to existing processes and procedures This role may be performed remotely from any country in which Waters operates.
xsokbrcWorking hours are Monday through Friday 8:00am 5:00pm Eastern Time.