Senior Analyst - English, French, Microsoft Windows

About the role

Seeking a Service Analyst with 2–3 years of IT service management experience to support incident and service request management, SLA tracking, operational reporting, and coordination with technical teams.

What you'll do

• Manage and track incidents and service requests from logging through resolution and closure, ensuring appropriate prioritization and timely updates
• Monitor SLA/KPI performance and proactively follow up with resolver teams to prevent SLA breaches
• Coordinate with technical and support teams to facilitate timely resolution of incidents and service requests
• Support Incident, Request, Problem, and Change Management processes in line with ITIL practices
• Maintain accurate ticket information, including categorization, priority, status, resolution notes, and closure details

What you need

• 2–3 yrs of experience
• Windows
• Excel
• ITIL
• ServiceNow
• Stakeholder management
• Any graduate