French Bilingual Service Desk Analyst

Req number:

Employment type:

Worksite flexibility:

Who we are

CAI is a global services firm with over 9000 associates worldwide and a yearly revenue of $1.3 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a bilingual

customer service-orientedBilingual Service Desk Analystto providetechnical supportto 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 andcustomer serviceskills via phone email or chat. This position will befull-timeandremote.

What Youll Do:

• The Service Desk Specialist I is responsible for providing 1st level of support to all customers with their questions about any of the supported software and computing platforms to the best of his/her ability in a professional and courteous manner.

• Responsible for assisting all customers with their questions about the published services software and computing platforms being supported via phone email or remote connection;

• Maintains a high degree ofcustomer servicefor all support queries and adheres to all service management principles.

• Properly escalate and coordinate reported incidents by following the escalation process defined;

• Follow appropriate handover process for outstanding logged tickets;

• Consistently logs tags tracks and resolves issues to the satisfaction of the customers.

• Responsible for updating documentation such as calls received and type of resolution given to a client;

• Coordinates with other IT internal groups including the Infrastructure and Applications groups to ensure that service level agreements with the customers are met;

• Complies with the Companys Policies and Procedures including Information Security;

What Youll Need:

• Knowledgeable inMS OfficeApplications;

• Knowledgeable in PC Operating System (Windows 98/XP/2000/7);

• Knowledgeable in Windows Server Operating System (Windows

• 2000/2003/Standard Edition);

• Has at least one (1) year of experience in Help Desk tasks including but not limited toproblem tracking phone consulting voicemail consulting among others.

• Exposure in technical set-up configuration and maintenance of different applications network environments software tools an advantage.

• Exposure in dealing and talking with end customers.

• Organized and able to set priorities;

• Strong interpersonal skills and ability to deal effectively in a team environment;

• Ability to grasp system information and technical functions and ability to explain them into layman terms/words for easy understanding of end-customers;

• Strong verbal and written communication skills;

• Ability to organize prioritize and schedule work assignments;

• Has strongcustomer serviceorientation;

• Proficient in computer operations knowledgeable withMS OfficeSQLDatabaseWindows operating systems

• Thai language or Portuguese speaking a plus factor

• Can provide 24x7 services to the company Global Help Desk will work on different shifts

• Some days may be heavy while others may be light. Longer hours may be required when a need arises.

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.

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 or (888).