Help Desk Analyst

5 days ago


Canada, CA Progression3 Full time

Progression3 is in search of Bilingual Help Desk Analysts (French and English).


Location: remote in Canada


Requirements

  • Experience within an IT Support or Service Desk position
  • Excellent phone support skills and clear communication
  • Bilingual English/French


Specific Responsibilities

  • Ensure end-to-end customer experience and act as the single point of contact for all incidents and service requests via phone, email or other mediums
  • Perform initial assessment, troubleshooting, diagnosis and triaging of all incidents
  • Troubleshoot and resolve complex hardware, software, laptop, printers and smartphones
  • Record, track and document the service desk or incident request, including all successful and unsuccessful decisions made and actions taken to final resolution
  • Take ownership of all incidents and service requests until fully resolved
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
  • Escalation to appropriate IT infrastructure and application groups when required
  • Perform post-resolution follow-ups on all incidents
  • Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements

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