Bilingual Service Desk Analyst Level 1

Service Desk Analysts 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 Service Desk Analyst Level I

I. Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests II. Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment III. Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication) IV. Log & categorize all contacts within an incident management (ticketing system) tool V. Assign contacts that cannot be resolved on the first contact to 2nd/3rd level support teams as per the knowledge base VI. Collaborate with 2nd/3rd level teams as required VII. Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action VIII. Identify and escalate urgent / priority incidents as required IX. Develop knowledge and keep up to date on new processes or procedures X. Excellent verbal and written communication skill in both English and French

Skills required: Technical and system expertise (networking, active directory, DNS) Computer skills. Customer support.