Global Service Desk Analyst
New
Remote Opportunities - CanadaTemporaryMiddle
Salary40,000 - 52,000 CAD per year
Apply NowOpens the employer's application page
Job Details
- Languages
- French, English
- Experience
- 2+ years
- Required Skills
- Customer serviceTroubleshootingTechnical support
Requirements
- 2+ years of experience in a technical support role providing tier I support in a service desk or help desk role
- Ability to speak French and English fluently in a professional environment
- Excellent French and English bilingual written and verbal communication skills
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high stress situations
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off of the phone
- Ability and willingness to work evenings and or weekends
- ITIL Incident Management understanding
- A+ Certification
Responsibilities
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
- Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible
- Manage the incident through its lifecycle
- Understand and assist with all internal and external escalations
- Look for process improvement opportunities
- Follow up with peers and leads in improving service delivery
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