Analyst - English, French, Microsoft Windows

Job Summary

• Handle inbound calls and follow the call scripts and adhere to the process defined
• A strong communication skill to handle users globally
• Create tickets for all incoming calls and work towards the ticket resolution.
• Provide quick and effective assistance with information technology systems
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Able to handle basic software installation/break-fix issues and hardware issues findings remotely
• Effective handling in hard stop issues like password ,multifactor resets, and account lock/unlock issues
• Should understand the user concerns/issues cautiously and create/upgrade the priority according to the impact
• Basic Network and VPN knowledge
• Detailed knowledge in Windows and Mac troubleshooting, Active Directory ,and Google Workspace
• Daily incident det follow-up in a timely manner

Key Responsibilities

Handle inbound calls and follow the call scripts and adhere to the process defined

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

Service Desk

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

English