Service Desk Analyst (French & English) – Remote | France

Pearster

12h•Remote

About The Position

Pearster is seeking a France-based Service Desk Analyst to work through Pearster for a Canadian client in the fintech industry. The role provides first-level technical support to internal end users for desktop and mobile technologies, corporate applications, and IT services, with a focus on timely incident resolution, a strong user experience, and continuous service improvement. The analyst supports users through phone, email, and self-service channels; troubleshoots incidents across devices, operating systems, Microsoft 365, identity and access, and network connectivity; and documents work in IT service management tools. The position is fully remote and aligned with Toronto Eastern Time. It requires participation in after-hours on-call support according to the team's rotation schedule.

Requirements

C1 or C2 English proficiency.
C1 or C2 French proficiency.
At least 3 years of equivalent work experience in technical support or a people management role.
Experience supporting desktops, laptops, mobile devices, and meeting room technology.
Experience with Windows, macOS, and iOS operating systems.
Experience troubleshooting complex Microsoft 365 incidents, including Outlook/Exchange Online, Teams, OneDrive, MFA, permissions, and user access issues.
Experience troubleshooting Outlook, Teams, OneDrive, and Microsoft 365 accounts for end users.
Experience managing users, access, and MFA in Azure Active Directory (Entra ID).
Experience supporting and managing Windows and macOS devices through Microsoft Intune.
Experience troubleshooting LAN, Wi-Fi, and VPN connectivity issues and supporting switches and firewalls.
MCP Windows 10 certification.
Azure experience.
Understanding of ITIL processes and call tracking systems such as ServiceNow.
Highly proficient verbal and written communication skills, including the ability to interact with all levels of the organization.

Responsibilities

Provide Level 1 technical support to internal users through phone, email, and self-service channels.
Troubleshoot and resolve technical incidents within established service timelines, including moderate to complex incidents.
Identify root causes and provide effective solutions to reduce recurring issues.
Support Windows, macOS, and iOS devices, including desktops, laptops, mobile devices, and meeting room technologies.
Troubleshoot Microsoft 365 applications and services, including Outlook, Exchange Online, Teams, and OneDrive.
Resolve user access, permissions, and Multi-Factor Authentication (MFA) issues.
Manage user accounts and access through Azure Active Directory (Entra ID).
Support Windows and macOS devices using Microsoft Intune.
Troubleshoot LAN, Wi-Fi, and VPN connectivity issues.
Provide guidance and share knowledge with other Service Desk team members.
Create and update Knowledge Base articles to improve self-service support and reduce recurring incidents.
Document and track incidents using IT service management tools such as ServiceNow.
Participate in after-hours on-call support when required.