Hybrid Senior Analyst IT Helpdesk Role
HCLTech
Elevate your career as a Hybrid Senior Analyst, providing exceptional helpdesk support to international customers in Mississauga, ON, or remotely from Montreal/Laval, QC. Bilingual fluency in English and French is essential for this role. In this customer-facing position, you will diagnose technical issues spanning hardware, software, and networking. Collaborating closely with vendors, you’ll enhance your technical knowledge while documenting inquiries and solutions through the Call Tracking System. Excellent communication skills and a proactive approach will enable you to address client concerns effectively. Key Responsibilities:
- Diagnose IT-related issues via customer telephone support
- Escalate unresolved problems to the support group
- Manage vendor relationships for enhanced technical insight
- Administer user access in various IT systems
- Document issues and resolutions in the call tracking system
- 1+ years in IT Customer Service or Technical Support
- Fluent in English and French
- Solid knowledge of IT tools and processes
- Experience with ITSM solutions like Remedy and Jira
- Flexible for rotational 24/7 shifts
Vacancy posted 3 days ago
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