Bilingual Helpdesk Analyst
Aviva Canada - Scarborough, ON

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Job Description:
This position is a technical role providing 1st level, end user support to internal staff via phone, email, instant chat and walk up.


Providing technical troubleshooting and ownership of issues through to resolution
Providing password reset assistance
Severity incident reporting, triage and escalation
Providing ‘how to’ instruction and guidance regarding a variety of business applications
Other daily duties will include:
Follow documented procedures as related to standard tier 1 troubleshooting
Incident escalation to various departments and vendors as needed
Work in coordination with 3rd party vendors to resolve co-managed application issues
Properly document and track all contacts using a ticketing system
Broadcast communications
Participate in and contribute to new process documentation
Participate in project work
Shift work: Onsite Monday to Friday 7AM to 8PM Rotating On Call is 24 x 7
Experience/Skills Required:

Candidate must be fully bilingual with superior oral and written communication skills in both French and English
1-2 years experience in a Call Centre/Contact Centre environment
Strong problem solving and analytical skills based on 1-2 years experience in an IT Department, IT Help Desk or Service Desk
1-2 years experience supporting common Desktop applications and related hardware technologies
Experience using incident tracking tools (Ticketing Software)
Acute attention to detail with outstanding follow-up skills
Strong customer service skills with the desire and ability to exceed customer expectations
Strong team player
Friendly and professional
Experience/Skills Preferred:

ITIL certification would be an asset
Insurance industry fundamentals would be an asset but is not a requirement