Anone Inc. Is Hiring A Bilingual Service Desk Analyst

Join Our Team as a Bilingual Service Desk Analyst! 🌐

We are seeking dedicated IT professionals who are fluent in English and French to provide exceptional technical support to our users. If you enjoy troubleshooting, customer service, and working in a collaborative environment, this is the role for you!

About the Role

Bilingual Service Desk Analysts are vital to our IT support team, handling incoming requests related to network, hardware, and software issues. They also perform routine maintenance, installations, and updates to ensure our systems run smoothly.

Responsibilities

Service Desk Analyst Level I

• Provide quality customer support: Respond to all incoming contacts via call, chat, email, or web ticket for IT-related issues or requests.
• Perform diagnostics and troubleshooting: Resolve incidents based on knowledge articles, facilitating incident or request processing & fulfillment.
• Utilize all available tools: Use remote access, knowledge bases, ticketing systems, and communication tools effectively.
• Log and categorize contacts: Record all interactions within the incident management system.
• Escalate complex issues: Assign unresolved tickets to 2nd/3rd level support teams as per protocols.
• Collaborate with support teams: Work with higher-level teams as required for issue resolution.
• Follow-up on tickets: Monitor your queue daily and take appropriate actions to close or escalate tickets.
• Prioritize incidents: Identify and escalate urgent or high-priority incidents promptly.
• Maintain knowledge: Continuously update and develop your understanding of new processes, tools, and procedures.
• Communicate effectively: Demonstrate excellent verbal and written communication skills in both English and French.

Skills Required

• Technical expertise in networking, Active Directory, DNS, and related systems
• Strong computer skills and familiarity with support tools
• Exceptional customer support capabilities
• Problem-solving and troubleshooting abilities
• Excellent communication skills in English and French
• Effective time management and organizational skills
• Ability to work collaboratively within a team