Bilingual Global Service Desk Analyst

We are looking for a professional and eager French Bilingual Global Service Desk Analyst for our Integrated Global Services team located across Canada. You will have a direct impact on our clients company success through leading the delivery of service excellence, while working with a diverse team servicing clients across the globe. You will provide tier I support for all IT and communications systems in use with the service desk.

Our Client operates across Canada. This company takes all reasonable means to limit the number of positions in Quebec that require knowledge of a language other than French, and only requires this where it is necessary and its existing bilingual employees are unable to fulfil these job duties.
Based on an assessment conducted by our client, it has been determined that this position favors candidates that are fluent in English (oral and written). In particular, this position will require the employee to:
Collaborate and provide support to other colleagues and business functions located outside of Quebec who do not speak French

Advantages
T4 benefits
* 2 sick days (Quebec employment minimum standards)
* 4% cumulative over the year based on hours worked (Quebec employment minimum standards)
* 8 holidays (Quebec employment minimum standards)
* Possibility of adhering to our collective medical insurance after 3 months (CAUTION: no disability and life insurance included/possible). Three levels offered based on RAMQ, which means someone who does not have access to RAMQ cannot adhere.

Employee on Randstad's payroll
* Weekly payments
* Accumulates government withholdings: QPIP, QC and CAN Taxes, QC Pension, EI.
* 8 holidays (according to Quebec Labour Standards Act)
* 2 sick days (Quebec employment minimum standards)
* 4% cumulative over the year based on hours worked (Quebec employment minimum standards) approx. 1 day per month. So between 10 and 12 days per year.
* 8 holidays (Quebec employment minimum standards)
* Insurance: Possibility of adhering to our collective medical insurance after 3 months (CAUTION: no disability and life insurance included/possible). Three levels offered based on RAMQ, which means someone who does not have access to RAMQ cannot adhere. Preferential Randstad rate.
* Flexibility to gain career experience in different fields and companies
* Continue to work and not be unemployed during periods and contexts of constraining employment

Responsibilities
A Day in the life:

* 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, and manage the incident through its lifecycle
* Understand and assist with all internal and external escalations
* Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery


Qualifications
What you bring:

* 1 to 3 years of experience in a technical support role providing tier I support in a service desk or help desk role
* The ability to speak French fluently in a professional environment
* Excellent French 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 while reacting quickly and professionally
* 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.


Summary
Technicien Support TI
● Experience level: At least 1 to 3 years
● Linguistic requirements: Fully Bilingual (English and French)
● Location: Remote
● Travel requirements : NO
● Estimated duration: 6 months
● Renewal options: after 6 months he can be converted to perm or extended another 6 months
● Schedule: Full time, Mon-Fri (9am/5 pm), Sat-Wed (7:30am/4:30pm)(eastern time zone)
● Desired start date: may 4th

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.