Senior Analyst - English, French, Microsoft Windows

Job Summary

The role requires English language proficiency, as English is the primary support language. 

Help Desk is responsible for resolving customers’ requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. Core requirements for the Analyst – Help Desk’s role is consistent customer care, maintaining high quality standards, timely reporting, ability to quickly adapt to changing priorities and fluctuations in workflow. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction.

Key Responsibilities

Provide comprehensive support services, to support center customers within the Service Level Agreements. • Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. • Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications. • Maintain technical proficiency in all hardware and software, utilized by the clients. • Uninstall, reinstall software applications. • Verify proper hardware and software set up. • Resolve username and password problems. • Assist with navigation around application menus. • Troubleshoot email, VPN, and other issues. • Triage the tickets received: Route incidents and requests to appropriate teams (Catch and Dispatch). • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Use all available Knowledge Management Toolsduring the call. Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. • Work closely with support teams to obtain technical knowledge and to permanently solve chronic problems and keep the Management Tools updated. • Take all necessary steps to ensure customer satisfaction.

Skill Requirements

Provide comprehensive support services, to support center customers within the Service Level Agreements. • Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. • Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications. • Maintain technical proficiency in all hardware and software, utilized by the clients. • Uninstall, reinstall software applications. • Verify proper hardware and software set up. • Resolve username and password problems. • Assist with navigation around application menus. • Troubleshoot email, VPN, and other issues. • Triage the tickets received: Route incidents and requests to appropriate teams (Catch and Dispatch). • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Use all available Knowledge Management Toolsduring the call. Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. • Work closely with support teams to obtain technical knowledge and to permanently solve chronic problems and keep the Management Tools updated. • Take all necessary steps to ensure customer satisfaction.

Other Requirements

 Provide comprehensive support services, to support center customers within the Service Level Agreements. • Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. • Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications. • Maintain technical proficiency in all hardware and software, utilized by the clients. • Uninstall, reinstall software applications. • Verify proper hardware and software set up. • Resolve username and password problems. • Assist with navigation around application menus. • Troubleshoot email, VPN, and other issues. • Triage the tickets received: Route incidents and requests to appropriate teams (Catch and Dispatch). • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Use all available Knowledge Management Toolsduring the call. Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. • Work closely with support teams to obtain technical knowledge and to permanently solve chronic problems and keep the Management Tools updated. • Take all necessary steps to ensure customer satisfaction.