Bilingual Service Desk Analyst (French/English)

Company: Computer Aid Inc
Location: Newark
Posted on: March 12, 2023

Job Description:

Job Profile Summary We are looking for a bilingual customer service oriented Service Desk Analyst to provide Level 1 (Service Desk) technical support to both English and French speaking users in an efficient and accurate manner. A Service Desk Analyst is responsible for providing phone-based help desk support to our customers applying technical knowledge and customer service skills. The goal is to make sure that customer value is maintained to the standards set forth by the customer. Duties & Responsibilities Provide General IT end-user support including: Resetting passwords. Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems. Provide first level contact and convey resolutions to customer issues utilizing a knowledge base. Properly escalate unresolved issues to the next level of support with strong supporting documentation. Keep peers and management informed of trends, significant problems, and unexpected delays. Utilize excellent customer service skills and exceed customers' expectations Ensure proper recording, documentation and closure of all records. Recommended procedure modifications or improvements. Preserve and grow your knowledge of Service Desk procedures, products and services. Qualifications Experience/Education Required 6-12+ months' experience in a Service Desk or technical support role 1+ years' of customer service experience in a professional industry High school diploma, additional qualifications a plus Skills Preferred Strong troubleshooting and documentation skills Active Directory Experience Desktop and Laptop hardware support experience Understanding of LAN/WAN technologies and protocols Other Requirements Must be fluent in both French and English language (written and oral) Must be available to work weekdays 2:00am - 10:00am EST Excellent customer service skills Strong attention to detail and strong communication skills (both written and oral) Excellent work ethic Problem-solving skills Competency Statement(s) Solution driven Detail oriented Physical Requirements & Work Environment Spends the majority of the day in a stationary position Controlled climate office environment which would include own desk/cubicle space. Operating a computer and communicating over the phone. Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities. CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve. Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. For more information on our professionals, services, and industries we support, please see our website . If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to or 824 - 8111. This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI's talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI's career portal for consideration 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.

Keywords: Computer Aid Inc, Newark , Bilingual Service Desk Analyst (French/English), Other , Newark, Delaware