Bilingual Service Desk Analyst

Anone Inc.; Jersey City (NJ); Vor Ort; USD 50.000 - 75.000; Vollzeit

Zusammenfassung

Anone Inc. in Jersey City is seeking a Bilingual Service Desk Analyst Level I to provide IT support to users in English and French. You will diagnose issues, document resolutions, and manage requests via the ticketing system.

The role emphasizes quality customer service, collaboration with higher-level teams, and keeping knowledge articles up to date while communicating professionally in both languages.

Qualifikationen

• Bilingual English and French required.
• Strong customer service for IT issues.
• Proficient with networking, Active Directory and DNS.
• Strong problem-solving and troubleshooting abilities.

Aufgaben

• Provide quality customer support for IT issues via calls, chat, email or web tickets.
• Perform diagnostics, troubleshooting and resolution activities for incidents or requests.
• Use all tools available for resolution (remote take-over, knowledge base, ticketing systems).
• Log and categorize all contacts within an incident management tool.
• Escalate unresolved contacts to higher level support as per knowledge base.
• Collaborate with 2nd/3rd level teams as required.
• Monitor ticket queues and follow up on outstanding contacts.
• Identify and elevate urgent incidents as required.
• Develop knowledge and keep up to date on new processes or procedures.
• Demonstrate excellent verbal and written communication in English and French.

Kenntnisse

English/French bilingual

Networking

Active Directory

DNS

Problem Solving

Troubleshooting

Ticketing systems

Tools

Ticketing systems

Remote support tools

Knowledge base

Jobbeschreibung

Bilingual Service Desk Analysts (English and French) are information technology (IT) professionals who provide technical support to users. They respond to incoming requests for IT support and resolve network, hardware and software issues with computers. They also perform technical maintenance and software installations and updates.

Responsibilities

Service Desk Analyst Level I

• I. Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests
• II. Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment
• III. Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication)
• IV. Log & categorize all contacts within an incident management (ticketing system) tool
• V. Assign contacts that cannot be resolved on the first contact to 2nd/3rd level support teams as per the knowledge base
• VI. Collaborate with 2nd/3rd level teams as required
• VII. Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action
• VIII. Identify and elevate urgent / priority incidents as required
• IX. Develop knowledge and keep up to date on new processes or procedures
• X. Excellent verbal and written communication skill in both English and French

Skills required:

• Technical and system expertise (networking, active directory, DNS)
• Problem-solving and troubleshooting abilities.