Analyste bilingue en soutien TI / Bilingual IT Support Analyst
About The Position
Relevant au directeur, Systèmes de bureau mondiaux, l’analyste en soutien informatique fournit un soutien de premier et de deuxième niveau pour les incidents et les demandes informatiques régionaux des employés par téléphone, courriel et connexion à distance afin de résoudre les problèmes courants liés au matériel, aux logiciels et aux périphériques. Tente de résoudre autant de demandes que possible lors du premier contact, détermine l’urgence des besoins, établit des priorités et répond aux demandes de soutien en prenant des mesures correctives ou en acheminant les demandes aux spécialistes TI appropriés. Transmet les problèmes complexes aux membres supérieurs de l’équipe ou au personnel technique, professionnel ou de service de niveau supérieur approprié pour les réparations, la formation et le suivi. Assure un suivi axé sur la clientèle de manière courtoise et efficace. Saisit, transmet et clôture les demandes de service à l’aide du logiciel Service Now. Il s’agit d’un rôle clé dans la gestion du changement interne, l’amélioration des processus, les procédures d’achat et de communication. Reporting to the Director, Global Desktop Systems, the IT Support Analyst provides first and second-tier support for regional IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Escalates complex issues to senior team members or to appropriate next level technical, professional, or service personnel for repairs, training, and follow up. Provides customer oriented follow-ups in a courteous, efficient and timely manner. Records, dispatches and closes service requests using Service Now software. Is a key role in internal change management, process improvement, purchasing and communications procedures.
Requirements
- Post-Secondary Education graduate
- 2+ years technology/desktop support experience
- Excellent communication skills
- Proficient with: Basic TCP/IP networking
- Proficient with: VoIP Telephony
- Proficient with: Windows Server environment administration (AD, Exchange)
- Proficient with: Mobile device support - iPhone
- Proficient with: Printer technologies
- Proficient with: Video conference & meeting room technology
- Proficient with: Dell workstation hardware
- Proficient with Windows desktop environment (Win 11 & Microsoft Office Suite)
- Excellent communication & organizational skills
- Strong troubleshooting and problem-solving skills
- Ability to work well as part of a global team and build collaborative relationships
- Ability to work well independently and be proactive with task and time management
- Very strong telephone and customer service skills
- Very strong analytical and problem-solving skills
- Availability to work overtime, as required
- Bilingualism (French and English), written and spoken, is required as this position regularly interacts with English-speaking stakeholders and provides support in both languages.
Nice To Haves
- A+, Network & Microsoft Certified Desktop Support Technician (preferred)
- Working knowledge of ServiceNow preferred
Responsibilities
- Maintain high customer satisfaction by representing IT courteously, professionally, and effectively to the rest of the organization.
- Responsible for first and second level support of IT systems in the region, including PC’s, printers, servers, and related IT equipment
- Responsible for coordinating support of office building related IT issues such as network room power, UPS, HVAC, telephony and collaborative tools such as video conferencing
- Clearly document and effectively prioritize client requests into RGA ticket management software
- Provide first level troubleshooting for VoIP phone and network communications
- Escalate & dispatch to senior level support
- Troubleshoot daily problems and provide onsite and remote support
- Install software, desktop/laptops systems and peripherals
- Update documentation & provide training
- Maintain and organize inventories
- Manage, organize, and update support documentation, knowledge base and provide basic training
- Follows standard operating procedures & policies
- Other appropriate IT tasks as requested or required by Global Technology
Benefits
- annual bonus plan
- long-term equity incentive plan
- full range of health, retirement, and other employee benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
