Service Desk Analyst – Level 1 (Remote)

About the role

Persistent is seeking a Service Desk Analyst (Level 1) to join its remote team in France. You will be the first point of contact for end‑users, providing technical assistance across a range of hardware and software issues in a 14‑hour, Monday‑to‑Friday environment.

Key responsibilities

• Provide first‑line support for devices such as iPhones, iPads, laptops, PCs and printers.
• Log, track and resolve incidents via ServiceNow and the internal BT call‑logging system.
• Escalate unresolved tickets to the appropriate support teams according to the corporate knowledge base.
• Maintain high standards of customer service and adhere to service‑management principles.
• Supply call‑center statistics and feedback on support documentation when requested by management.

Required profile

• 2–5 years of experience in an IT service‑desk or help‑desk environment.
• Strong analytical abilities to diagnose and resolve both simple and complex technical problems.
• Excellent communication skills in English (additional French is a plus).
• Ability to work independently in a remote setting while meeting defined service‑level targets.

Required skills

• Proficiency with ServiceNow or similar ticketing platforms.
• Hands‑on experience troubleshooting hardware (iPhone, iPad, laptop, PC, printer).
• Knowledge of basic networking and operating‑system concepts for Windows and macOS.
• Familiarity with remote support tools and corporate knowledge‑base systems.