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Bilingual (French) Service Desk Analyst Job Details:As a Bilingual (French) Service Desk Analyst, you will be responsible for providing professional, technical support for basic hardware, software and service-based inquiries. In addition, this role requires you to be working in relationships with management, peers and other functional areas within the business.Bilingual (French) Service Desk Analyst Responsibilities:Relationship Management - Maintains communication with key stakeholders on all open incidents to ensure impacted end users are aware of status.Issue Resolution - Gathers data and provides basic troubleshooting techniques for all computer and software issues. Ability to apply basic analytical skills and present facts to ensure proper problem determination.Resolve all technical support issues, tracks and documents pertinent information in a timely manner according to procedure. Works with other service desk team members and infrastructure team collaboratively and owns the incident through to resolution.Framework - Provide feedback to management on areas to improve the overall operating model of the service deskGovernance - Follows prescribed processes to meet the requirements set out in regard to our governance models such as SOX and data security compliance.Documentation - Provides feedback and assists with updating best practices and processes to ensure currency for other team members.Reporting - Provide status reporting as required to management.Bilingual (French) Service Desk Analyst Must Have Skills2+ years of progressive experience supporting end users either by a service desk or through desktop supportExperience collaborating on projects and/or providing mentorship on best practices and policiesExperience working in or leading a swarming service desk modelProcess and procedure documentationAbility to effectively prioritize and execute tasks in a high-pressure environment to drive results.Excellent project management, ITIL aligned frameworks/processes skills.High level of integrity, professionalism and attention to detail.The ability to use initiative and work proactively.Excellent customer service skills, including highly developed communication skills in all forms.Experience writing detailed business requirements and business proposals for technology projects.Solid knowledge and experience supporting the following technologies & productions such as:Windows 10Windows Server 2012+Office 365VDI (AWS, VMware)Company Portal or other end point management systemTrellix Encryption, Endpoint & AntivirusTCP/IP Networks & VPNActive Directory & Group Policy KnowledgePC Hardware SkillsITSM Ticketing ToolsRingCentral or other softphoneiPhone supportRequires post-secondary college or technical school training or the equivalent combination of education and experienceBilingual (French) Service Desk Analyst Nice to Have SkillsDemonstrate problem solving and analytical skillsStrong analytical/problem solving experience to deal with complex business problems and suggest solutions.Demonstrated ability to work in a team environment and multi-task to meet critical deliverable dates.Outstanding communication skills and ability to communicate effectively with technical, business and executive staff (proposals, business communication, marketing writing).Excellent organizational, analytical, project management and client relation skills are essential.Must be a detail oriented, analytical and an independent thinker.Must strive for resultsBilingual (French) Service Desk Analyst Start DateASAPBilingual (French) Service Desk Analyst Assignment Length:Permanent, Full Time Role
