Job Summary
Provide bilingual English and French L1 Service Desk support as the first point of contact for end users. The analyst will take end-to-end ownership of incidents and service requests from logging through tracking, first-level resolution, escalation, user communication, and closure coordination.
Key Responsibilities
Receive and manage contacts through telephone, email, Microsoft Teams chat, ServiceNow self-service and, when implemented, AEX. • Communicate professionally with end users in both English and French. • Log all user contacts, incidents, requests and enquiries accurately in ServiceNow. • Validate ticket information and capture clear issue descriptions, affected service, business impact, troubleshooting undertaken and user contact details. • Categorize, prioritize and assign incidents and service requests in accordance with approved processes, priority definitions and SLAs. • Diagnose and resolve L1 issues using approved SOPs, knowledge articles, manuals, known-error information and remote-support tools. • Use TeamViewer, where required and authorized, for remote troubleshooting. • Use Workblaze insights, when operationally available, to identify endpoint, application, device-performance or network-related symptoms. • Resolve eligible incidents and requests during the first contact and actively contribute to the First Contact Resolution target. • Escalate unresolved tickets promptly to the correct L2/L3 resolver group, including complete troubleshooting details and accurate work notes. • Track escalated tickets across their lifecycle, coordinate with resolver teams and third parties, and keep the user informed. • Maintain ticket status, work notes, resolution details and communication records in ServiceNow. • Support users with standard software questions using approved manuals, SOPs and the knowledge database. • Contribute to shift-left by identifying repeatable L1 resolutions, knowledge gaps, automation opportunities and frequently asked questions. • Create, update and recommend knowledge articles in accordance with the approved knowledge-management lifecycle. • Support access-management requests such as user IDs, email IDs, mailbox access, Teams access, VDI/Citrix access, ticketing-tool access and desktop-management-tool access, subject to approved workflows and customer authorization. • Participate in service readiness, knowledge-transfer, shadowing, reverse-shadowing, training and hypercare activities. • Follow CRH and HCLTech requirements for information security, privacy, compliance and appropriate handling of end-user information.
Skill Requirements
Customer Service, L1 Troubleshooting, Communication
Other Requirements
Language is primary constraint- English + French is mandatory.