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French Bilingual Service Desk Analyst
7 days ago
Bilingual (French) Service Desk Analyst: Procom KW is seeking a Bilingual (French) Service Desk Analyst for a fully remote, permanent full time role with one of our clients in the insurance sector.
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 desk
- Governance - 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 Skills
- 2+ years of progressive experience supporting end users either by a service desk or through desktop support
- Experience collaborating on projects and/or providing mentorship on best practices and policies
- Experience working in or leading a swarming service desk model
- Process and procedure documentation
- Ability 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 10
- Windows Server 2012+
- Office 365
- VDI (AWS, VMware)
- Company Portal or other end point management system
- Trellix Encryption, Endpoint & Antivirus
- TCP/IP Networks & VPN
- Active Directory & Group Policy Knowledge
- PC Hardware Skills
- ITSM Ticketing Tools
- RingCentral or other softphone
- iPhone support
- Requires post-secondary college or technical school training or the equivalent combination of education and experience.
Bilingual (French) Service Desk Analyst Nice to Have Skills
- Demonstrate problem solving and analytical skills
- Strong 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 results
Bilingual (French) Service Desk Analyst Start Date
ASAP
Bilingual (French) Service Desk Analyst Assignment Length:
Permanent, Full Time Role
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