Help Desk Analyst
4 days ago
Progression3 is in search of Bilingual Help Desk Analysts (French and English).
Location: remote in Canada
Requirements
- Experience within an IT Support or Service Desk position
- Excellent phone support skills and clear communication
- Bilingual English/French
Specific Responsibilities
- Ensure end-to-end customer experience and act as the single point of contact for all incidents and service requests via phone, email or other mediums
- Perform initial assessment, troubleshooting, diagnosis and triaging of all incidents
- Troubleshoot and resolve complex hardware, software, laptop, printers and smartphones
- Record, track and document the service desk or incident request, including all successful and unsuccessful decisions made and actions taken to final resolution
- Take ownership of all incidents and service requests until fully resolved
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
- Escalation to appropriate IT infrastructure and application groups when required
- Perform post-resolution follow-ups on all incidents
- Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
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