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Global Service Desk Analyst – French Bilingual analyst
| Company | Long View Systems |
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| Location | Calgary, AB, Canada |
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| Salary | $23 – $23 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior |
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Requirements
- 1+ years of experience in a technical support role providing tier I support in a service desk or help desk role
- The ability to speak French fluently in a professional environment
- Excellent French bilingual 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 while reacting quickly and professionally
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off of the phone
- Ability and willingness to work evenings and or weekends.
Responsibilities
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
- Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle
- Understand and assist with all internal and external escalations
- Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery.
Preferred Qualifications
- ITIL Incident Management understanding
- A+ Certification
