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.

Responsibilities:

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


Indeed - 10 months ago - save job - block
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About this company
Aviva Canada is one of the leading Property and Casualty insurance groups in Canada providing home, automobile, recreational vehicle, group...