French Bilingual Systems Analyst

Job summary:

Handle Calls and Chats from client employees reporting IT technical issues. Please note that this is a bilingual position (the candidate needs to be fluent in French and English) and will be supporting both French and English calls & chat

1. Troubleshooting skills on desktop and shrinkwrapped applications (MS office Adobe Apple Google etc)
2. Troubleshooting skills on VPN connectivity dial up wireless routers
3. Knowledge on active directory domain controllers etc
4. Exposure to password reset tools
5. Troubleshooting experience using remote control tools
6. Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Required Skills:
1. Service Desk (ServiceNow Service Desk Service Desk Asset Services Service desk UAM)
2. Technical Troubleshooting of Laptop/Desktop/ Internet/WIFI VPN
3. Fluency in French and English

Roles & Responsibilities:
1. Handling end user calls chat email Web Tickets
2. Provide first level resolutions
3. Ticket creation/Categorization / Prioritization
4. Ticket escalation to respective Support Group
5. Incident resolution and recovery
6. Ticket Closure