French & English Service Desk Analyst

At
CompucomStaffing
,
you're more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance.

Our client is currently seeking a qualified
French / English Service Desk Analyst
to support their team in the province of Quebec.

Duties And Responsibilities

• Act as a Point of Contact for IT related issues for employees, remaining available on a telephony call center during full shift
• Triage issues and service requests via ticketing system, phone, e-mail, chat, etc.
• Accurately record and document all details of the incident or service request, including categorization and priority into the IT Service Management tool
• Troubleshoot basic end user issues and resolve upon first contact, when possible
• Perform basic access management administration, based on standard operating procedures
• Provide "how to" assistance on all internally supported devices, applications, and systems
• Escalate issues to appropriate level support staff, or other subject-matter experts in accordance with service-level agreements and follow up on issues as appropriate
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
• Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups
• Create and update FAQ documents, knowledge articles and user guides
• Be an advocate for the end user to ensure they receive high-quality and timely service and support from the entire IT organization
• Always ensure customer/user confidentiality and data protection
• Participate in training and provide coaching for junior analysts
• May be the only Service Desk analyst covering a low volume shift
• Lead individual shifts as assigned, responsible for monitoring incoming tickets, proactively identifying larger incidents or problems, assigning or reassigning tickets across team members, and serving as a point of escalation for other analysts

Skills And Qualifications

• High school diploma or equivalent (required)
• Associate's or Bachelor's degree in science, technology, engineering, math or related field preferred
• Familiarity with ITIL Foundations preferred
• Minimum 24 to 30+ months of IT support experience required
• Excellent verbal and written French and English, including clarity of communication, listening and reading comprehension, grammar, syntax, and ability to translate between both languages
• Strong customer service skills, including active listening and questioning, empathy, and ability to build trust and confidence
• Ability to explain complex IT subject matter to a non-technical audience and translate business needs into technical requirements
• Problem solving skills and quick thinking to apply technical knowledge to new customer needs independently and efficiently
• Good time management, ensuring all contacts with customers add value
• Basic computer software and hardware troubleshooting knowledge and experience, including PCs, Windows, iOS, and Microsoft 365 applications
• Working knowledge of Active Directory and general networking principles preferred
• Ability to write and improve process and knowledge documents and strong adherence to existing processes and procedures

Benefits
The Company offers a comprehensive benefit package that you can elect into including but not limited to the following benefits, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 6 days annually), paid time off (minimum of 10 days annually), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

W2 only, no Corp to Corp. We are unable to sponsor H-1B visas at this time.

CompucomStaffing
, a division of CompuCom Systems, Inc., is an Equal Opportunity Employer. We provide IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit

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