Role Title : Bilingual Service Desk Analyst
Location : Mississauga - ON
Onsite.
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.
Thanks and Regards
Saurabh Srivastava
Account Manager
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