Bilingual Service Desk Analyst, Customer Service

Bilingual Service Desk Analyst

L1 Service Desk Agent Bilingual (English and French) – Infrastructure Services As an L1 Service Desk Agent specializing in infrastructure services, you will play a pivotal role in providing technical support to end-users, diagnosing, and resolving incidents, and ensuring seamless operations of IT infrastructure. You will be the first point of contact for users encountering technical issues and will work towards timely resolution or escalation to higher support tiers when necessary.

Roles and Responsibilities:

1. Incident Management:

• Receive and log incoming incidents and service requests via various communication channels.
• Provide initial assessment, troubleshooting, and resolution for technical issues related to IT infrastructure services.
• Escalate incidents to higher support tiers as per defined procedures and SLAs.

- Offer excellent customer service by actively listening to user concerns, empathizing with their situation, and delivering clear and concise explanations.

3. Basic Technical Troubleshooting:

• Assist users in diagnosing and resolving common hardware, software, and network issues.
• Troubleshoot and guide users through basic technical problems, aiming for first-call resolution.

• Create detailed incident tickets, recording all relevant information, troubleshooting steps, and solutions provided.
• Maintain accurate and up-to-date records of incident status and user interactions.

• Perform routine password resets and account unlocks following established security protocols.
• Assist users in accessing applications, systems, and network resources.

- Fulfill routine service requests, such as software installations, configurations, and access permissions, as per defined procedures.

7. Knowledge Base Contribution:

- Contribute to the organization’s knowledge base by creating articles and documentation for common incidents, solutions, and best practices.

8. Communication and Collaboration:

- Collaborate with peers, senior agents, and technical teams to share knowledge and troubleshoot more complex incidents.

9. Quality and Compliance:

• Adhere to incident management processes, SLAs, and quality standards defined by the Service Desk.
• Ensure compliance with security policies and data protection regulations.

• Participate in training sessions and continuous learning to enhance technical skills and knowledge.
• Seek opportunities for growth within the Service Desk team.

• Preferably bachelor’s degree in information technology, Computer Science, or related field (preferred).
• Basic understanding of IT infrastructure components, including operating systems, hardware, networking, and software applications.
• Strong problem-solving and analytical skills.
• Excellent communication with English and French (B2) proficiency
• Ability to work in a fast-paced environment and handle multiple tasks.
• Customer-focused attitude and willingness to learn