Bilingual French/english Help Desk Analyst

3 weeks ago

Toronto, Canada Frontline Managed Services Full time

Essential duties and responsibilities include, but are not limited to:
**Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.**

**Effectively communicate with requesters in a clear, positive, and professional manner (by frontlineMS script, spelling, grammatical, and related guidelines);**

**Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;**

**Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;**

**Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);**

**Escalate unresolved issues to Team Leads.**

**Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads promptly.**

Minimum requirements include:
**Excellent analytical, problem-solving and communication (verbal and written) skills.**

**Ability to work with mínimal supervision and demonstrate appropriate initiative when making decisions**

**Excellent time-management, organizational, and communication skills**

**Accuracy and the ability to handle a high volume of work efficiently are essential to this position**

**Strong customer service focus, with the ability to work professionally in a call-center environment (remaining calm and professional with complex and/or technically-inexperienced requesters)**

**Professional, accountable, and resourceful “team player” mindset**

Positions are full-time. Benefits offered with the position include: medical, dental, short-term disability, paid holidays, and paid time off. frontlineMS is an Equal Opportunity Employer dedicated to workforce diversity.

**Job Types**: Full-time, Permanent

Payrate: C$ 42,000

**Job Types**: Full-time, Permanent

Pay: $42,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Life insurance
- Paid time off
- Vision care

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- This role is temporarily remote but will be in-office once able to do so. Do you have a working PC with Windows 8 or better and a high-speed internet connection?

**Language**:

- French and English fluently (required)

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