Senior Analyst - English, French, Microsoft Windows

Job Summary

To perform a support role for our international customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing. The main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.

Key Responsibilities

1. Provide hardware/software/network problem diagnosis/resolution via telephone for customers’ end users

2. Route problems to internal support group

3. Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge

4. Administer and provide User Access in various systems

5. Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions

6. Excellent communication and conversation skills (both verbal and written)

Fluent English and French:

1. Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations

2. Ability to acquire new information quickly and the willingness to do so at all times

Skill Requirements

1. Understanding of the IT environment and readiness to learn new processes and technologies

2. Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware

3. ITIL knowledge and certification would be an asset

4. Understanding and experience of ITSM tools like Service Now, Remedy, Jira etc.

Other Requirements

1. 1 year of previous IT experience (Customer Service & Technical Support