Bilingual SD Analyst

Bilingual Service Desk Analysts (English and French) are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

Responsibilities

1. I. Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests
2. II. Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment
3. III. Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication)
4. IV. Log & categorize all contacts within an incident management (ticketing syst...