Bilingual Service Desk Analyst

6 days ago

Remote, Canada Insight Enterprises, Inc. Full time

**Requisition Number**:90202**

**Managed Services - Tier 1 Bilingual Service Desk Representative**:
**Overview**:
As part of the Insight Canada team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.

Insight Canada is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our Teammates have access to the latest and greatest technologies in performing their daily activities. In addition, we offer an attractive compensation program and a comprehensive benefits package which includes Dental, Health Care, Vision, Short/Long Term Disability, Accidental Death and Dismemberment, Life Insurance, and Travel coverage.

**Core Responsibilities**:
**Support**:

- Troubleshoot and resolve basic issues in customer environments based on existing knowledge base documentation or skills and experience.
- Communicate with customers, teammates, and management
- Provide thorough ticket documentation and updates where necessary.

**Operations**:

- Effectively manage issues through multiple forms of inbound requests including queue calls (phone) and Service Portal forms and or client tracking/ticketing databases.
- Respond to all customer requests in a timely and professional manner
- Accurately prioritize, categorize, track and log calls, tickets, etc. following client or Insight internal tracking processes.
- Escalate issues within predefined timeframes to Tier 2 Service Desk team.
- Navigate internal and external reference support materials (Google, internal knowledge base articles, etc.)
- Work closely with other teammates to identify and suggest improvements
- Other duties as assigned

**Qualifications**:

- Bilingual French and English communication skills, verbal and written, are required
- Must have a minimum of one year Service Desk or Call Center experience in a corporate environment.
- Some knowledge of computer hardware/software concepts.
- Basic critical thinking and problem solving skills.
- Must have ability to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.
- Knowledge of or ITIL v3/v4 Foundations nice to have. Certification is a plus.
- Must have excellent customer service and interpersonal communication skills.
- Must have the ability to work in a team environment and present a professional image.
- Must be able to multi-task and be flexible with assigned work schedule.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Montreal || Quebec (CA-QC) || Canada (CA) || INT || None || CA - Montreal, QC; CA - Calgary, AB; CA - Edmonton, AB; CA - Mississauga, ON; CA - Ottawa, ON; CA - Quebec City, QC; CA - Richmond Hill, ON; CA - Toronto, ON; CA - Vancouver, BC; CA - Waterloo,ON; CA - Winnipeg, MB ||

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