French Bilingual Service Desk Analyst

7 days ago

waterloo, Canada Procom Full time

Bilingual (French) Service Desk Analyst: Procom KW is seeking a Bilingual (French) Service Desk Analyst for a fully remote, permanent full time role with one of our clients in the insurance sector.


Bilingual (French) Service Desk Analyst Job Details:

As a Bilingual (French) Service Desk Analyst, you will be responsible for providing professional, technical support for basic hardware, software and service-based inquiries. In addition, this role requires you to be working in relationships with management, peers and other functional areas within the business.


  • Bilingual (French) Service Desk Analyst Responsibilities:Relationship Management – Maintains communication with key stakeholders on all open incidents to ensure impacted end users are aware of status.
  • Issue Resolution – Gathers data and provides basic troubleshooting techniques for all computer and software issues. Ability to apply basic analytical skills and present facts to ensure proper problem determination.
  • Resolve all technical support issues, tracks and documents pertinent information in a timely manner according to procedure. Works with other service desk team members and infrastructure team collaboratively and owns the incident through to resolution.
  • Framework – Provide feedback to management on areas to improve the overall operating model of the service desk
  • Governance - Follows prescribed processes to meet the requirements set out in regard to our governance models such as SOX and data security compliance.
  • Documentation – Provides feedback and assists with updating best practices and processes to ensure currency for other team members.
  • Reporting – Provide status reporting as required to management.



Bilingual (French) Service Desk Analyst Must Have Skills

  • 2+ years of progressive experience supporting end users either by a service desk or through desktop support
  • Experience collaborating on projects and/or providing mentorship on best practices and policies
  • Experience working in or leading a swarming service desk model
  • Process and procedure documentation
  • Ability to effectively prioritize and execute tasks in a high-pressure environment to drive results.
  • Excellent project management, ITIL aligned frameworks/processes skills.
  • High level of integrity, professionalism and attention to detail.
  • The ability to use initiative and work proactively.
  • Excellent customer service skills, including highly developed communication skills in all forms.
  • Experience writing detailed business requirements and business proposals for technology projects.
  • Solid knowledge and experience supporting the following technologies & productions such as:
  • Windows 10
  • Windows Server 2012+
  • Office 365
  • VDI (AWS, VMware)
  • Company Portal or other end point management system
  • Trellix Encryption, Endpoint & Antivirus
  • TCP/IP Networks & VPN
  • Active Directory & Group Policy Knowledge
  • PC Hardware Skills
  • ITSM Ticketing Tools
  • RingCentral or other softphone
  • iPhone support
  • Requires post-secondary college or technical school training or the equivalent combination of education and experience.


Bilingual (French) Service Desk Analyst Nice to Have Skills

  • Demonstrate problem solving and analytical skills
  • Strong analytical/problem solving experience to deal with complex business problems and suggest solutions.
  • Demonstrated ability to work in a team environment and multi-task to meet critical deliverable dates.
  • Outstanding communication skills and ability to communicate effectively with technical, business and executive staff (proposals, business communication, marketing writing).
  • Excellent organizational, analytical, project management and client relation skills are essential.
  • Must be a detail oriented, analytical and an independent thinker.
  • Must strive for results


Bilingual (French) Service Desk Analyst Start Date

ASAP


Bilingual (French) Service Desk Analyst Assignment Length:

Permanent, Full Time Role

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