Alphanumeric Systems French Help-Desk Analyst Contract in Montréal, QC

Alphanumeric Systems

Branch Montréal QC CA

French Help-Desk Analyst
Montréal, QC

To work onsite at our support center in Montreal Canada that services our global pharmaceutical client. This position is ideal for someone with call center…

**This is a 6 months contract position with possibility to extend or become permanent**

Start date: November 6th, 2017. Full training is provided.

Alphanumeric is hiring a French Clinical Service Desk Analyst to work onsite at our support center in Montreal Canada that services our global pharmaceutical client.

This position is ideal for someone with call center experience, enjoys helping users solve technical issues, and is fluent in spoken and written English & French.




  • A downtown location (Square Victoria Metro)
  • A spacious and dynamic work environment
  • Casual business attire
  • Work from home program after 3 to 4 months.

Available shift:

  • 11AM to 8PM [Monday to Friday]

Position Summary:

  • Provide Service Desk support to external customers and users
  • Receive, document and track all incoming customer/user calls for immediate remedy and closure
  • Utilize computer and database information to update incident status
  • Serve as the single point of contact (SPOC) for incidents, including owning the call through closure

Essential Functions and Responsibilities:

  • Provide service desk support to contracted clients
  • Use defined procedures for responding to customer calls
  • Collect information from caller and document data elements in designated tool
  • Maintain records of all calls from customers using designated Service Management tool
  • Provide detailed documentation of all steps involved in resolving customer issues
  • Escalate issues to the appropriate department and personnel
  • Investigate, examine, troubleshoot and solve hardware and software issues quickly
  • Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
  • Provide support and instruction for client products
  • Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
  • Update knowledge base for all clients
  • Unlock and reset passwords for user accounts
  • Resolve issues for clients using designated remote access tool
  • Ability to have flexible schedule to assist in responding to emergency support issues and situations
  • Other duties as assigned

Job Requirements: Education and/or Experience:

  • MUST be fluent in English and French with excellent written and oral communication skills.
  • Minimum 1 year of experience as a Service Desk Analyst or equivalent customer service position.

Computer Skills:

  • Proficient in Windows, Microsoft Office Applications
  • Basic keyboarding skills, ability to use mouse, multiple monitors, and touchpad

Communication Skills, Reasoning Ability and/or Mathematical Skills:

  • Detail oriented with excellent time management skills
  • Exceptional problem solving and organizational skills
  • Strong analytical and time management skills
  • Excellent verbal and written communication skills

Job Type: Contract

Salary: $14.00 /hour

Job Location:

  • Montréal, QC

Required experience:

  • Customer Service: 1 year
  • Help Desk: 1 year

Required languages:

  • French
  • English

or proceed with Standard Application Form.

Employment Type: Freelance
Location: Montreal, QC, CA
Posted on: 2017-10-29
Posted by: