IT Service Desk Analyst with French

IT Service Desk Analyst with French

IT Service Desk analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level.

Responsibilities

• First point of contact for incidents and service requests logged by the end users

• Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms

• 1st line support – Remote Troubleshooting and resolution of IT problems related to end user

   devices (computers and Mobile), Network, applications and computer peripherals

• Prioritize requests and incidents based on impact and urgency by selecting severity level

• Escalate and coordinate unresolved tickets with the relevant technical teams located globally

• Take ownership of user problems and follow up the status of problems on behalf of the user and

   communicate progress in a timely manner

• To maintain a high degree of customer service for all support queries and adhere to all service

   management principles

• Creating and updating support documentation and Knowledge base articles to assist other support

   staff and end users

Requirements

• Excellent Written and verbal communication skills in English and the desired project language (See

   below)

• Excellent organizational skills

• Strong Active listening skills.

• Prior IT support experience – Managing incidents including business expectations and

   communication

• Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices

   and cloud based technologies

• Knowledge/experience with enterprise IT infrastructure will be an added advantage

• Knowledge of ITIL or similar IT Service management framework is an added advantage

• Project Language – French along with English (knowledge of Canadian French is a benefit)

Benefits

• ITIL foundation certification for eligible employees

• Technical trainings and certifications

      Apply in English and send CV to: Careers_CZ@infosys.com