Bilingual Help Desk Analyst

3 days ago

Montréal, Canada BMO Financial Group Full time

Address:
105-119-129 rue St-Jacques O

Job Family Group:
Commercial Sales & Service

Language requirements for the role: French and English

**Permanent position, 37.5h per week**

The TPS Client Services Help Desk Analyst is accountable for the prompt and effective resolution of technical and production issues for the entire slate of Treasury and Payment Solutions products/services for clients in all segments. The incumbent will use independent judgment, analysis and initiative to resolve problems and make recommendations, and deliver impromptu end-user operational training as needed. They will proactively maintain communications with callers throughout the analysis and resolution process particularly in difficult customer situations, to keep them formed of status and will escalate calls to senior staff members upon determination that problem exceeds their level of experience.
The TPS Client Services Help Desk Analyst will follow procedures and department processes to record initial contact information, steps taken toward resolution, and final resolution into department's Call Management system to assist in developing and maintaining solutions in knowledge based systems and ensure systemic issues can be identified an rectified.

**Key Accountabilities**
- Provide technical and production support for TM/FX/CC products and services, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
- Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products and services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.
- Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown Escalate issues that are beyond the level of expertise through the appropriate channels.
- Maintain up-to-date knowledge and understanding of TPS products, services, processes and relevant legal, regulatory and technology requirements
- Risk Management and Control
- Monitor completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits
- Protect the Banks assets by adhering to all applicable regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements. Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures.
- Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.

**To be a part of our dream team, you’ll need**:

- Strong verbal and written communication skills in both English and French
- A positive and enthusiastic attitude
- Analytical and problem solving skills
- Flexibility, adaptability and ability to work in a face-paced environment
- Ability to maintain calm under pressure
- 1-2 years customer service experience (previous contact centre experience an asset)
- University or college diploma/degree or equivalent experience

**We’re here to help**

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

  • Bilingual Help Desk Support

    7 months ago

    Montréal, Canada Environment and Climate Change Canada Full time

    Who can apply: Persons residing in Canada living in the city of Montreal or nearby Type of contract: Casual contract opportunity (90 working days) **Requirements**: Bilingual imperative (English & French) - comparable to government BBB Must be eligible for reliability security clearance or already have security clearance Minimum of 1 years of direct work...

  • Bilingual Help Desk Support

    7 months ago

    Montréal, Canada Environment and Climate Change Canada Full time

    Who can apply: Persons residing in Canada living in the city of Montreal or nearby Type of contract: Casual contract opportunity (90 working days) **Requirements**: Bilingual imperative (English & French) - comparable to government BBB Must be eligible for reliability security clearance or already have security clearance Minimum of 1 years of direct work...

  • Bilingual Help Desk Support

    10 hours ago

    Montréal, Canada Environment and Climate Change Canada Full time

    Who can apply: Persons residing in Canada living in the city of Montreal or nearby Type of contract: Casual contract opportunity (90 working days) **Requirements**: Bilingual imperative (English & French) - comparable to government BBB Must be eligible for reliability security clearance or already have security clearance Minimum of 1 years of direct work...

  • IT Help Desk Technician

    3 days ago

    Montréal, Canada Progression3 Full time

    We're in search of bilingual IT Help Desk Technicians to join our team! This position is remote work-from-home. **Role and Responsibilities include**: - Receive incoming calls - Log in calls into ITSM system - Perform diagnostic and basic troubleshooting procedures - Assign incidents to appropriate support groups - Able to follow-up on incidents until...

  • Bilingual Service Desk Analyst

    7 months ago

    Montréal, Canada Black & McDonald Limited Full time

    **ABOUT THIS CAREER OPPORTUNITY** Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to...

  • Help Desk Analyst

    7 months ago

    Montréal, Canada DLA Piper (Canada) LLP Full time

    DLA Piper is a global law firm with lawyers located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific, positioning us to help companies with their legal needs around the world. Our mission is to be the leading global business law firm. DLA Piper (Canada) LLP is one of Canada’s leading law firms with a team...

  • Help Desk Analyst

    7 days ago

    Montréal, Canada Rodeo FX Full time

    Company Description Artist-driven company by nature, it’s our mission to give talented artists the freedom and resources they need to deliver quality work and to thrive in a fun and creative environment. **Job Description**: The Help Desk Analyst provides the first line support of the Service Desk, ensuring all tickets are dispatched to the appropriate...

  • Help Desk Analyst

    1 day ago

    Montréal, Canada Rodeo FX Full time

    Company Description Artist-driven company by nature, it’s our mission to give talented artists the freedom and resources they need to deliver quality work and to thrive in a fun and creative environment. **Job Description**: The Help Desk Analyst provides the first line support of the Service Desk, ensuring all tickets are dispatched to the appropriate...

  • Help Desk Analyst

    8 hours ago

    Montréal, Canada Rodeo FX Full time

    Company Description Artist-driven company by nature, it’s our mission to give talented artists the freedom and resources they need to deliver quality work and to thrive in a fun and creative environment. **Job Description**: The Help Desk Analyst provides the first line support of the Service Desk, ensuring all tickets are dispatched to the appropriate...

  • Bilingual Help Desk Analyst-Junior

    3 days ago

    Montréal, QC, Canada Fuze HR Solutions Full time

    Our client is a Montreal based manufacturer currently seeking a Bilingual Support Technician to join their growing organization. The IT support technician is a level 1and 2 and will be in charge of all IT Day to Day operations as well as implementation of improvement plans under the guidance of his manager. providing troubleshooting assistance to...

  • Bilingual Help Desk Analyst-Junior

    14 hours ago

    Montréal, QC, Canada Fuze HR Solutions Full time

    Our client is a Montreal based manufacturer currently seeking a Bilingual Support Technician to join their growing organization. The IT support technician is a level 1and 2 and will be in charge of all IT Day to Day operations as well as implementation of improvement plans under the guidance of his manager. providing troubleshooting assistance to...

  • French Bilingual IT Service Desk Analyst

    5 days ago

    Montréal, Canada Arisoft Inc Full time

    **French Service Desk Analyst** **Qualification**: - +2 with experience or Technical Diploma - Ability to read, write and speak in Canadian French, Native speakers is preferred **Roles & Responsibilities**: - Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management. - Provides technical support...

  • Service Desk

    7 months ago

    Montréal, Canada Atlantis IT group Full time

    Service desk - Bilingual Montreal, QC - Ful Time **Required Skills**: Should be efficient in understanding business requirements and negotiate with business if they are doable. Key Skills: Responsible for providing Bilingual Customer Service Support. Service Now reporting, perform ticket analytics, helpdesk analyst. providing L1/L1.5 support, excellent...

  • Service Desk Analyst

    7 months ago

    Montréal, Canada Genpact Full time

    With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create...

  • Bilingual Service Desk Analyst

    4 months ago

    Montréal, QC, Canada Black & McDonald Limited Full time

    **ABOUT THIS CAREER OPPORTUNITY** Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Brossard, QC and typically reports directly to the Service...

  • Bilingual Computer Help Desk Customer Service

    7 months ago

    Montréal, Canada bg i.t solutions inc. Full time

    Computer Help Desk Customer Service Representative BG I.T SOLUTIONS INC. - **Job Type**: Full Time - **Company URL**: bgsolutions.ca - **Number of Positions**: 1 **Description**: ****** **bg i.t. solutions inc.** is committed to providing professional advice and services to our clients in a language they understand. Working from our office in Ottawa and...

  • Service Desk Support

    7 months ago

    Montréal, Canada Atlantis IT group Full time

    **Role **:Service Desk Support - ( Bilingual - French )** **Location : Toronto, ON** **Duration : Full Time** Should be efficient in understanding business requirements and negotiate with business if they are doable. Key Skills: Responsible for providing Bilingual Customer Service Support. Service Now reporting, perform ticket analytics, helpdesk...

  • Purchase to Pay Help Desk Support

    7 months ago

    Montréal, Canada Excelgens Full time

    **Purchase to Pay Help Desk Support (P2P Analyst)** 5x P2P 1st level Analysts 2x P2P 2nd level Analysts 1x P2P Concierge **Requirements**: - strong stakeholder management skills - strong communication skills - strong problem-solving skills - Must be available to work in Montreal office at least 2x per week - Bilingual (Eng & French) Purchase to Pay:...

  • Bilingual Helpdesk Analyst

    3 days ago

    Montréal, Canada Soroc Technology Full time

    **About** Soroc is hiring an **Enterprise Bilingual Help Desk Analyst** to join their team to cover operations on a **7-day rotational shift**. Please note that this is shift work, shifts may rotate depending on the business requirements. Excellent written and spoken **French and English** is a requirement for this position. Agents will be required to...

  • Bilingual Help Desk Representative

    5 days ago

    Montréal, Canada Alithya Full time

    **Bilingual Help Desk Representative** **:montreal **Montreal, Quebec, Canada****: Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us! We are looking for creative, innovative, and collaborative people like you to join our team. At the heart of Alithya’s values is the well-being of our...