Global Service Desk Analyst - French Bilingual Analyst
New
CanadaFull-TimeMiddle
Salary40,000 - 52,000 CAD per year
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Job Details
- Languages
- French and English
- Experience
- 2+ years
- Required Skills
- Customer serviceTroubleshootingTechnical support
Requirements
- 2+ years of experience in a technical support, help desk, or service desk role providing Tier I support.
- Fluency in both French and English, with strong professional written and verbal communication skills in both languages.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Strong customer service mindset with the ability to build positive relationships with users and colleagues.
- Ability to remain calm, organized, and professional when handling high-pressure situations.
- Strong communication skills with the ability to explain technical concepts clearly to different audiences.
- Ability to adapt to changing customer needs and shifting priorities.
- Willingness and availability to work evenings and/or weekends when required.
- Familiarity with ITIL Incident Management practices is an asset.
- A+ certification or similar technical certifications are considered an advantage.
Responsibilities
- Provide Tier I technical support for IT systems, applications, and communication tools through a global service desk environment.
- Receive, document, and manage customer issues using ticket management systems with accurate and detailed information.
- Analyze technical symptoms, assess urgency and impact, and provide timely resolutions whenever possible.
- Escalate incidents to appropriate Tier II support teams when first-contact resolution is not possible and monitor issues throughout their lifecycle.
- Support internal and external escalations by ensuring effective communication and timely follow-up.
- Deliver professional customer service through phone, written communication, and other support channels.
- Identify opportunities for process improvements and contribute ideas to enhance service delivery.
- Collaborate with colleagues and support teams to maintain high standards of technical support and customer satisfaction.
- Adapt to changing priorities and manage multiple requests in a fast-paced support environment.
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