Bilingual Help Desk Analyst

2 weeks ago

Remote, Canada Soroc Technology Full time

_**Soroc Technology Inc.**_ _is a versatile technology firm dedicated to supporting their clients with their IT infrastructure from planning and development to deployment, service support, staffing, and everything in between. As an industry leader for 40 years, the Soroc team of certified professionals employ up-to-date knowledge and techniques to ensure all their clients get the results they deserve._

**CAREER OPPORTUNITY**

**Job Title**:Bilingual Help Desk Analyst

**Status**:Full-time

**Department**:Help Desk

**Reports to**:Help Desk Manager

**Location**:Remote (Canada)

**Summary**:
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.

**Key Accountabilities**:

- 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

**Qualifications & Competencies**:

- 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.
- 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

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

Soroc Technology Inc. is an equal opportunity employer and values diversity in our workplace. Reasonable accommodation is available upon request throughout our recruitment and selection process. Soroc’s Accessible Employment Policy and other accessibility policies are available through Human Resources.

**Thank you for your interest in Soroc Technology Inc. We wish you all the best with your career search**

**Salary**: $42,000.00-$45,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision care

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Work Location: Remote

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