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Global Service Desk Analyst - French Bilingual Analyst

2 hours, 11 minutes ago
Canada
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Long View Systems

Long View Systems

Long View Systems is a top IT solutions provider in North America, specializing in Hybrid IT solutions like cloud services, IT infrastructure, and end user support.

IT Services
1K-5K
Founded 1999
View All Jobs 6

Description

  • Provide Tier I support for IT and communications systems on the service desk.
  • Submit fully documented customer issues into the ticket management system.
  • Analyze customer symptoms, determine urgency, and resolve issues where possible.
  • Dispatch incidents to the appropriate Tier II support group when first-call resolution is not possible.
  • Manage incidents through their full lifecycle.
  • Assist with internal and external escalations.
  • Identify process improvement opportunities and help improve service delivery with peers and leads.

Requirements

  • 2+ years of experience in a technical support role providing Tier I support in a service desk or help desk environment.
  • Fluency in both French and English in a professional environment.
  • Excellent bilingual French and English 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 professionally.
  • Ability to establish rapport with peers and colleagues.
  • Proven ability to provide superior customer service over the phone and in person.
  • Ability and willingness to work evenings and/or weekends.
  • Understanding of ITIL Incident Management.
  • A+ Certification preferred.

Benefits

  • Great people and culture.
  • Recognition programs.
  • Inclusive workplace with employee resource groups and company-wide training.
  • Opportunity to work for a company that emphasizes collaboration, support, and belonging.

Interested in this position?

Apply directly on the company website

Apply Now

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