Service Desk Analyst

About the role

Persistent is seeking a Service Desk Analyst (Level 1) to provide first‑line technical support on a remote basis for its French operations. The role works a 14‑hour day, Monday‑Friday, and involves diagnosing and resolving a wide range of IT issues for end users.

Key responsibilities

• Provide first‑line troubleshooting for hardware (iPhones, iPads, laptops, PCs, printers) and in‑house software.
• Receive, log, and manage support requests via telephone, chat, and email.
• Document all incidents in the Service Desk tools (BT and ServiceNow).
• Escalate unresolved tickets to the appropriate support teams according to the corporate knowledge base.
• Maintain high‑quality customer service and adhere to service‑management principles.
• Supply call‑center statistics to management and contribute feedback to improve support documentation.

Required profile

• 2‑5 years of experience in an IT service‑desk or help‑desk environment.
• Strong analytical aptitude for diagnosing and resolving technical problems.
• Ability to create and modify user access rights and perform routine administration tasks.
• Comfortable working remotely in a 14x5 schedule.

Required skills

• Proficiency with ServiceNow ticketing system.
• Experience using BT (BMC) service‑desk platform.
• Knowledge of iOS devices (iPhone, iPad) and Windows operating systems.
• Familiarity with printer troubleshooting and remote support tools.

What we offer

• Opportunity to work with cutting‑edge Data and AI technologies.
• Remote work flexibility.
• Being part of a fast‑growing global digital engineering firm.