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French Bilingual Service Analyst I
4 weeks ago
Key Responsibilities
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, emails, and personnel requests for technical support.
- Performs pro-active monitoring of computer systems through appropriate tools.
- Documents, tracks, and monitors problems to ensure timely resolutions.
- Works directly with customers on resolving problems that typically take greater time and experience to resolve.
- Participates in various projects to monitor and improve responsiveness to customer.
- Plans and monitors goals.
- Incumbents are service matter experts and promote instructions from pre-established guidelines to resolve issues.
• Bilingual language skills (French) required.
• A 4-year degree in Information Technology, or related discipline
• 1-3 years technical support experience in a computer-related area
• Knowledge of commonly used concepts, practices, and procedures in the related field
• Working knowledge of related ITIL standards or best practices
• Intermediate knowledge of infrastructure support components
o Standard desktop, tools & utilities
o Server operating systems, tools & utilities
o IT networks and voice services
o IT security and Disaster recovery
o Process control and monitoring
o Call Center technologies
Preferred Skills
• 1 year of experience in our Global IT Service Desk function is highly preferred
• Advanced troubleshooting skills
• Successful completion of the IT Entry Logic and Problem Solving Test
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions
• Strong analytical, communication, problem solving, and organizational skills
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Strong verbal communication skills, including the ability to document operations procedures
• Ability to effectively work independently or in a team environment
• Ability to effectively interact with a diverse user base
• Availability to work rotating shifts and holidays
• Ability to work in an office or retail store environment with sensitivity for safety and physical security
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