IT Infrastructure Manager responsible for developing next generation infrastructure solutions at ERC Pathlight. Collaborating with IT teams to enhance efficient and reliable IT systems.
FS
Hybrid Bilingual Help Desk Analyst, French/English
Posted 4 days ago
About the role
- Help Desk Analyst providing support for technical issues in IT services for legal and professional service firms. Troubleshooting customer inquiries via various communication channels.
Responsibilities
- Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues.
- Deliver support via phone, email, and chat.
- Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier.
- Leverage screen-sharing and remote-control tools to validate, gather, and assess the reported problem.
- Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams.
- Maintain consistent, reliable attendance.
Requirements
- High school diploma or equivalent required.
- Clear, professional communication—strong verbal, written, and accurate typing skills.
- Reliable team player who collaborates effectively in a group setting.
- Consistently professional with colleagues and end users; remains composed in a fast-paced, sometimes stressful situations.
- High initiative and follow-through; strong critical thinking; manages multiple priorities in a detail-oriented, high-volume environment and makes decisions based on research.
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