Canadian French Service Desk Support

Job Description:
Provide first level support to customers for system incidents and requests using basic technical and service knowledge using English and Canadian French (native speaking) languages Assume initial ownership for the coordination, investigation and documentation of customer and system incidents Perform initial level of diagnosis of incidents and resolving them when appropriate Interpret problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services Ensuring proper documentation on incidents and / or requests handled Monitor and follow up on incidents/issues until they are resolved/closed Demonstrate good understanding of the customer's business needs and applying them to the management of system events & incidents Work with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and / or requests Maintain an understanding of customer service level agreements Develop and maintain product knowledge, business and professional skills by participating attending CBT and classroom trainings Develop and maintain knowledge about the tools, standards and processes used by the project team and the client Seek opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback Minimum Qualifications:
Graduate of any Bachelor’s degree At least 1 year relevant work experience Fluent in Canadian French (native speaking) and English Can work creatively and analytically in a problem-solving environment Willing to work in an information systems environment Good oral and written communication skills