Analyst (Support & Operations)

Job Summary

Job Position: IT Analyst – Helpdesk\\r\\n Designation: Sr. Analyst\\r\\n\\r\\n Job Description\\r\\n\\r\\n• Provide hardware / software / network problem diagnosis / resolution via telephone and chat for customer’s end users\\r\\n• Route problems to internal I.M. support staff.\\r\\n• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.\\r\\n• Administer and provide User Access and Exit controls.\\r\\n• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention\\\'s.\\r\\n• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.\\r\\n• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.\\r\\n• Projects: perform effectively as project team member as required for help desk projects and internal assignments.\\r\\n• Training: Be willing to participate in the job and commercial training designed to enhance skills and support capabilities.\\r\\n\\r\\n Eligibility, Knowledge, Skills & Experience\\r\\n \\r\\n• Candidate needs to be at least B2 level in French language\\r\\n• 3-4 years of university education post High school (B.Sc. or Diploma)\\r\\n• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks\\r\\n• Phone support experience necessary\\r\\n• Technical helpdesk or technical call center experience is necessary.\\r\\n• Disciplined, systematic problem-solving skills required.\\r\\n• Hands-on work experience with the following:\\r\\no Windows Operating systems: Windows 11, Windows 10\\r\\no Apple Operating systems: MacOS\\r\\n• Remote desktop connectivity applications: MS remote desktop, VMware\\r\\n• MS365 subscription\\r\\n• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,\\r\\n• Internet browsers (e.g. Google Chrome, Internet Explorer, Firefox),\\r\\n• VPN and remote dial-in users\\r\\n• Support for laptops, desktops, and printers\\r\\n• Android and iOS devices\\r\\n• Basic knowledge of ITIL\\r\\n• Basics of Computer Networking\\r\\n• Others: Adobe Acrobat and other common desktop applications\\r\\n

Key Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone and chat for customer’s end users • Route problems to internal I.M. support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
• Projects: perform effectively as project team member as required for help desk projects and internal assignments.
• Training: Be willing to participate in the job and commercial training designed to enhance skills and support capabilities.

Skill Requirements

• Candidate needs to be at least B2 level in French language • 3-4 years of university education post High school (B.Sc. or Diploma) • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks • Phone support experience necessary • Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following: o Windows Operating systems: Windows 11, Windows 10 o Apple Operating systems: MacOS • Remote desktop connectivity applications: MS remote desktop, VMware • MS365 subscription • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange, • Internet browsers (e.g. Google Chrome, Internet Explorer, Firefox), • VPN and remote dial-in users • Support for laptops, desktops, and printers • Android and iOS devices • Basic knowledge of ITIL • Basics of Computer Networking • Others: Adobe Acrobat and other common desktop applications

Other Requirements

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