Service Desk Analyst – Junior
MUST HAVE Native or B certificate in French
L and L experience.
Specific tools / skillset :
- Bilingual (French / English) required
- Experience : - years of experience in a diverse technology and customer service-focused role
- Education : completion of a post-secondary degree or equivalent ( non-specialized bachelor degree or business-related community college diploma)
- Ability to converse in French is required
- Good understanding and working knowledge of network protocols
- Solid knowledge and demonstrated experience using desktop products and operating systems
- Excellent communication and customer service skills
- Good problem solving skills
- Adaptive to change and able to manage stress
- Team Player
Role profile description :
- Responding to contacts from Service Desk customers and support teams
- Responsible for Phone, email, Self-serve (thru Service Now) intake, Technical Support and Non-Technical Urgent Incident support.
It is the First Level Support and targets First Contact resolution.
- Performing classification, initial support, investigation, and diagnosis of incidents
- Resolving incidents or assign to appropriate second level teams
- Contributing technical content and departmental procedures to the Service Desk knowledge base
- Participating in process improvement opportunities
- Maintaining timely awareness of current initiatives, rollouts, and changes to the technical environment
- Working a variety of shifts.
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