Bi-Lingual French SD Anaslyt

Position Description :

Service Desk Analyst Bilingual (English / French)

The Service Desk Analyst provides daytime support for the client's internal network, hardware, and application support for various client communities via phone, chat, and email.

The support provided includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues, proprietary applications, mobile devices, and PC support.

The successful candidate must possess strong written and verbal communication skills in both English and French.

About Buchanan Technologies

Since Buchanan’s inception over 30 years ago, we have operated on 5 core values People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters.

These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.

Why Work at Buchanan?

At Buchanan Technologies, we offer a great employment experience with a fun but professional work environment, competitive salary, and various employee career advancement programs that add value to your skills and daily life.

If you are excited about being part of an energetic team where your contributions are appreciated and hard work is recognized, Buchanan is the place for you.

Things We Are Passionate About

We are passionate about providing top-tier technology services to our customers and clients and fostering a culture of continuous learning for our employees.

We are a people-centric company, focused on growth and diversity for our workforce. Come join us and let’s build something amazing together.

Come Work With Us!

At Buchanan Technologies, we offer a great employee experience with a fun but professional work environment. Our original Prince Edward Island Support Center is located in beautiful downtown Charlottetown on the top floor of the Atlantic Technology Center.

To meet growing client demand, our new Montague office is planned to open in August 2017 and will be located at 544 Main Street.

Aside from a competitive salary, Buchanan Technologies is proud to offer various employee programs that help add value to your daily life.

• Fully Paid Benefits (Single or Family Coverage) that include Health, Dental, Vision, Life Insurance, and more
• RRSP plan that sees your contributions matched by Buchanan Technologies
• Technology Purchase program that ensures you always have the latest tech for personal use
• Paid education / certification program that not only helps you build your professional skills but is also part of the foundation for salary increases semi-annually
• Standard vacation allotment + 10 Paid Holidays and 6 paid sick days per year

Essential Duties / Responsibilities :

Respond to telephone calls, email and personal requests for technical support from internal business partners in a fast and friendly manner.

The ability to explain technical situations to non-technical individuals is essential

• Troubleshoot & support software applications, various hardware / software configurations and run appropriate testing & diagnostics
• Identify, research, and resolve technical problems. Escalate problems to other support teams when necessary for the resolution
• Document incidents / problems, troubleshooting steps are taken, and comments in a ticketing management system
• Work in a fast-paced environment, able to adapt to frequent change and be available to work a flexible schedule
• Work with diverse groups and individuals to set goals, establish priorities, and resolve issues

Required Skills :

• Strong fluency in both English and French (written and spoken) is required for this role
• Ability to demonstrate a solid understanding of basic network components and concepts
• Ability to provide support to end-users on a variety of topics including Windows and Mac Operating Systems, MS Office, printers, mobile devices, and email issues
• Self-motivated and professional with excellent written and verbal communication skills
• Strong problem-solving / analytical abilities
• Strong commitment to quality customer service
• Ability to work independently and follow directions and best practices
• Attention to detail and ability to multi-task while talking to customers
• Candidates must be able to work shifts, holidays, and weekends
• Previous call center, customer service, or technical support experience is an asset
• Technical training / certifications and / or the willingness to complete certifications is an asset

Job Type : Full-time

Additional pay :

Overtime pay

Benefits :

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• RRSP match
• Vision care

Schedule :

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends

Experience :

Call center : 1 year (preferred)

Language :

Write fluent French (required)

Work remotely :