Bilingual Service Help Desk Analyst – ServiceNow
Job Description

Bilingual Service Help Desk Analyst - ServiceNow

On behalf of our client in the Banking Sector, PROCOM is looking for a Bilingual Service Help Desk Analyst - ServiceNow.

Bilingual Service Help Desk Analyst - ServiceNow – Job Description

  • A Service Desk Analyst acts as the first point of contact for customer interactions dealing with technical issues involving hardware, software, printers, mobile technology, and Remote Access.
  • Resolves basic technical issues via telephone or written correspondence via email or other electronic media while working with ServiceNow, the Service Desk ticketing system.
  • Handle interaction resolution and escalation, and provide a high level of customer support while working in this highly visible position
  • Customer Service
  • Demonstrate thorough effective listening to identify customer technical needs, provide technical assistance and appropriate solutions through the effective use of Knowledge Base and escalation procedures.
  • Ensure client’s queries and concerns are resolved in a prompt, helpful and professional manner.
  • Ensures customer satisfaction by responding to and troubleshooting customer technical concerns by being a single-point-contact.
  • Ensures timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate.
  • Demonstrate commitment to first call resolution by taking ownership and accountability of reported incidents as first point of contact to put clients first when collaborating as partners.
  • Demonstrated professionalism in verbal and written communication skills.

Bilingual Service Help Desk Analyst - ServiceNow – Mandatory Skills

  • Must be Bilingual, French & English (both verbal / written), must speak French perfectly Certifications (nice to have)
  • A + and/or ITIL
  • 2+ years working in IT support and/or Service Desk support with the expertise of support over the phone.
  • Experience using ServiceNow Ticketing
  • Microsoft office suite 2013 +
  • Windows 7 and/or 10 experience
  • Good customer service skills
  • Ability to troubleshoot technical issues dealing with computer hardware, software, mobile devices, remote access, printers, and telephony while ensuring proper documentation for each issue and resolutions via Service Desk ticketing tools for tracking, escalations, Call Back Purposes.
  • Installs computer operating systems and applications, assisting with user specifications for hardware (mobile devices & personal printers) and software, and providing one-on-one training when necessary.
  • Maintain a firm understanding and familiarity with common operating environment, enterprise products, infrastructure, telecom technologies, qualified software and hardware by staying up to date via News To Know and other communications.
  • Identify and evaluate any major operational problems or deficiencies and make recommendations for solution, automation or improvements.
  • Analytical thinking and participation in reviewing Knowledge base by submitting change request to ensure integrity of processes, procedures and eliminating non-value added steps.
  • Demonstrate effective call handling by achieving talk time goals, other not ready modes, post call processing, monitoring/readiness for incoming calls, first call resolution, customer satisfaction, and prompt/detailed documentation.
  • Ability of multitasking – technical troubleshooting, documentation via ticketing tool, sharing important information with peers when larger issues are detected, and monitoring open incidents and ongoing major technical issues.
  • Maintains currency and high level of technical skill in field of expertise.

Bilingual Service Help Desk Analyst - ServiceNow – Nice to Have Skills

  • MAC

Bilingual Service Help Desk Analyst - ServiceNow - Assignment Start Date

ASAP – 12 months to start

Bilingual Service Help Desk Analyst - ServiceNow - Assignment Location

Montreal, QC

Job Requirements


Company Overview

For 35 years, Procom has been pushing the envelope in North American IT staffing solutions. Driven by a senior management team of seasoned recruitment professionals, we have offices in 14 locations in the US and Canada and service all major IT markets.

When we started out in 1978, tech jobs were just being integrated into the workplace. We have been a part of shaping the landscape of IT in Canada ever since, placing IT consultants in major businesses in all sectors, including banking, telecommunications, and retail.

Through all the peaks and valleys of the IT industry, we have consistently done one thing: helping IT professionals discover the next chapter in their career.

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