Service Desk Specialist FR&EN

Job Purpose
Provide 1st and 2nd-line support for Microsoft 365 and Digital Workplace services, ensuring timely resolution of incidents and service requests while delivering an excellent end-user experience. Act as the first point of contact for users, perform initial troubleshooting, fulfill approved requests, and coordinate with support teams to restore service as quickly as possible.
Key Responsibilities:
Act as the primary point of contact for users requiring IT support.
Log, prioritize, and manage incidents and service requests through the ITSM platform, in line with ITIL processes and SLAs.
Provide 1st and 2nd-line support, including diagnosis and troubleshooting of user-reported issues.
Provide support for Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint, covering email, collaboration, file sharing, synchronization, and permissions.
Support user onboarding/offboarding and Microsoft 365 usage-related requests.
Troubleshoot authentication, access, MFA, account lockout, and sign-in issues.
Process approved access and Microsoft 365 license requests, validating required approvals and following established procedures.
Escalate complex or non-standard issues to the appropriate support teams while maintaining ownership and follow-up.
Support Major Incident Management activities and coordinate timely communication with technical teams, vendors, and business stakeholders during service disruptions.
Maintain knowledge articles, troubleshooting guides, and accurate ITSM documentation, contributing to knowledge sharing and continuous improvement.
Ensure compliance with security, governance, and operational procedures.
Spoken languages: fluent French and English (B2/C1);
Experience in a Service Desk, Help Desk, or End-User Support environment.
Experience supporting Microsoft 365 users and workplace technologies.
Familiarity with authentication, access management, and MFA-related support activities.
Experience managing incidents and service requests within an ITSM platform.
Strong customer service and communication skills.
Ability to effectively communicate with technical teams, business users, and external vendors.
Understanding of ITIL service management practices is preferred.

Employment type
Full-time

Work arrangement
Hybrid