Bilingual (French/English) Service Desk Analyst

Bilingual (French/English) Service Desk Analyst Req number: R7891 Employment type: Full time Worksite flexibility: Remote Job Summary As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests. Job Description We are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and French speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full‑time and remote. What You’ll Do Provide General IT end‑user support Utilize excellent customer service skills and exceed customers’ expectations Interact via telephone, e‑mail, chat and one‑on‑one with customers to identify and diagnose technical issues and problems Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how‑to” questions Properly escape unresolved issues to the next level of support with strong supporting documentation Follow documented processes to resolve customer issues Ensure proper recording, categorization, documentation, and closure of all tickets Analyze the impact and urgency of customers’ issues and prioritize appropriately Recommend procedure modifications or improvements Drive positive results in Customer Experience through timely responses and professional interaction Demonstrate self‑direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics Preserve and grow your knowledge of Service Desk procedures, products, and services May perform other job duties as directed by Team Lead or Service Delivery Leader What You’ll Need Required Minimum 6 months’ experience in a Service Desk role and/or technical support role Minimum 6 months' of customer service experience in a professional industry High School Diploma or GED Bilingual in English and French languages (both written and oral) Strong troubleshooting and documentation skills Excellent customer service skills Strong attention to detail and strong communication skills (both written and oral) Excellent work ethic Problem‑solving skills Solution driven Ability to work weekdays from 2:00am – 12:00pm EST Preferred Associate degree preferred in related field. Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards. Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor. $18.00 per hour The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law. Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io. EEO Statement It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. #J-18808-Ljbffr