Analyste du bureau d’aide (Bilingue)

Overview

BGIS is a leading provider of customized facility management and real estate services. With a global team of over 6,500, BGIS focuses on enabling innovation through the services it delivers and exploring opportunities that benefit clients’ businesses. Further information is available at www.bgis.com.

Summary

Reporting directly to the Team Leader, the Service Desk Analyst provides first-level support for all technical issues, including hardware, applications, and infrastructure, experienced by BGIS users. Escalates as required to ensure prompt and efficient resolution, balancing impact on client productivity with the organization’s interests. The agent is expected to work in a shift work environment.

Key Duties & Responsibilities

• Responds to inquiries from multiple channels (phone, email, voice mail, instant messaging, walk-up clients) from corporate offices, customer sites, regional users, and work-from-home clients to extract information and troubleshoot hardware, application, and infrastructure issues.
• Provides first-level support for hardware and application issues and escalates as required.
• Responds promptly to inquiries to maintain high internal customer service levels and resolve issues efficiently.
• Documents relevant issues and resolutions to identify recurring problems.
• Logs support calls into the call tracking system to ensure accurate documentation.
• Provides training for new employees to ensure consistent use of systems, processes, and procedures.
• Prioritizes and manages incidents, service requests, emails, and day-to-day tasks.
• Manages user accounts and permissions, sets up email accounts and network shared folders.
• Identifies recurring problems and reports them to relevant support teams; provides workarounds, fixes, and resolutions.
• Assists with maintaining Incident and End User Request Management processes.
• Maintains responsibility for off-hours support (24 / 7) on a rotating schedule.
• Occasional participation in project / assignment work as part of call-taker duties.
• Develops and participates in assembling knowledge base articles and documentation for Service Desk use.
• Monitors call volumes and queue wait times to ensure service within department targets.
• Prioritizes issues to minimize business impact and responds to priority requests from the Team Leader as needed.

Education Requirements

Job-related Experience

Knowledge & Skills

Licenses and / or Professional Accreditation

At BGIS we believe that diversity and inclusion are key business drivers and are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities for individuals of all backgrounds.

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