Global Service Desk Analyst - French Bilingual Overnight

1 hour, 29 minutes ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Provide tier I support for IT and communications systems through the service desk.
  • Document customer issues thoroughly in the ticket management system.
  • Analyze reported symptoms to determine urgency and identify potential resolutions.
  • Dispatch incidents to the appropriate Tier II support group when first-call resolution is not possible.
  • Manage incidents through their full lifecycle, including internal and external escalations.
  • Support service delivery by identifying and following up on process improvement opportunities.
  • Work with peers and leads to improve customer experience and operational performance.
  • Deliver professional customer service in high-stress situations and across phone and non-phone channels.

Requirements

  • 1+ 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 setting.
  • Excellent bilingual written and verbal communication skills in French and English.
  • Proven ability to troubleshoot and resolve technical and procedural issues.
  • Ability to adapt to fluctuating customer needs and work effectively under high-stress conditions.
  • Capability to establish rapport with peers and colleagues.
  • Strong customer service skills both on and off the phone.
  • Ability and willingness to work an overnight shift.
  • ITIL Incident Management understanding (preferred).
  • A+ Certification (preferred).

Benefits

  • $40,000 - $52,500 annual salary.
  • Comprehensive benefits package from day one.
  • 3 weeks of vacation to start.
  • Recognition programs.
  • Inclusive, team-oriented culture with employee resource groups and company-wide training.
  • Equal opportunity employer with accommodation support during the interview process.

Interested in this position?

Apply directly on the company website

Apply Now

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