Bilingual Helpdesk Analyst

2 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 converse with customers in all contact forms in French or English.

**Main responsibilities include but are not limited to**:

- Handle incoming calls with professionalism and efficiency.
- Triage issue based on knowledge base articles within ITIM tool.
- Escalate issues to next level of support, where required, through a defined process.
- Maintaining written documentation on each contact with clear details on issue and triage steps taken.
- Tracking and/or monitoring the incidents to insure a timely resolution.
- Ensure to follow company guidelines and best practices for security and the protection of information.
- Keep up to date with the changes in the environment and communications that are sent out.

**Job Requirements**
- Ability to understand customer needs and expectations, provide excellent service in a direct and indirect manner, and fulfill customer expectations.
- Knowledge of and ability to provide effective and efficient real-time support for a variety of desk-top technology users.
- Ability to process information with high levels of accuracy

**What we are looking for**
- Must have a minimum of 1-2 year of level 1 or 2 Service desk experience.
- Must have a minimum of 1- 2 years of experience working with remote support tools.
- Minimum 2 years working in a PC environment.
- Excellent communication skills in French and English (oral and written).
- Experience with troubleshooting hardware and software.
- A+ is an asset.
- Previous experience with Bulloch BT9000 system would be considered a strong asset.
- Previous experience with a financial service desk would be considered a strong asset.

**Other Information**
- Shifts may rotate through a 7/24 schedule and breaks are scheduled at specific times.

**Salary**: From $42,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime
- Weekend availability

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