Analyste TI configurant et faisant évoluer des solutions Power Platform et applications électorales. Contribution aux projets numériques de la Ville de Montréal et au soutien des élections municipales.
About the role
- French bilingual service desk analyst providing Tier I IT support for Long View, a North American IT provider. Troubleshooting incidents and delivering customer service to clients globally.
Responsibilities
- Submit fully documented customer issues into a ticket management system
- Analyze symptoms, determine urgency, and provide resolution where possible
- Dispatch incidents to the appropriate Tier II support group when first-call resolution is not possible
- Manage incidents through their lifecycle
- Understand and assist with internal and external escalations
- Identify process improvement opportunities
- Follow up with peers and leads to improve service delivery
- Provide tier I support for IT and communications systems
- Lead delivery of service excellence while servicing clients across the globe
Requirements
- 2+ years of experience in a technical support role providing tier I support in a service desk or help desk role
- The ability to speak French and English fluently in a professional environment
- Excellent French and English bilingual written and verbal communication skills
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off of the phone
- Ability and willingness to work evenings and/or weekends
- Understanding of ITIL Incident Management
- A+ Certification
Benefits
- Great people and culture
- Recognition programs
- RSP Plan
- Comprehensive benefits package from day one
- Inclusive and equitable workplace
- Employee resource groups
- Company-wide training
- Accommodation support for interviews or the role
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Degree requirement
No Education Requirement
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