Bilingual French Broker Help Desk Analyst (Insurance)

City: Winnipeg, MB, Canada
Title: Bilingual French Broker Help Desk Analyst (Insurance)
Category: Sales, Customer Service, Marketing
EmploymentType: Temp
Description:

Position: Service Desk Analyst – Broker Support (Bilingual)
Contract: 6 Months
Pay Rate: $19/hour
Start Date: ASAP
Work Model: Hybrid (in-office and remote)
Hours: 8:00 a.m. – 5:00 p.m. CT
Note: May shift to 6:00 a.m. – 6:00 p.m. CT later this year

Job Summary

Under direct supervision, the Service Desk Analyst acts as a single point of contact for Brokers, providing first-level support for broker applications. The role focuses on restoring service within established service-level targets while delivering a high standard of customer service.

Key Responsibilities

  • Provide high-quality customer service by communicating effectively to resolve Incidents and Requests in a timely manner

  • Investigate, identify, and resolve data inconsistencies across multiple system applications

  • Use the ServiceNow Knowledge Base to troubleshoot and resolve Incidents/Requests

  • Ensure support documentation and knowledge base content is accurate and up to date

  • Build and maintain strong working relationships with internal support teams

  • Act as a liaison between external customers (Brokers) and internal support teams

  • Collaborate with cross-functional teams and participate in meetings and scrums

  • Contribute to continuous improvement of processes, procedures, and standards

  • Perform other duties as assigned

Required Qualifications

  • Bilingual in English and French (required)

  • Minimum 2 years of customer service experience

  • Service desk or call center experience (phone-based support)

  • Experience using an incident or ITSM ticketing system (ServiceNow preferred)

  • Strong knowledge of telephony systems

  • Excellent communication skills with the ability to ask probing questions

  • Strong attention to detail and problem-solving skills

  • Ability to prioritize and reprioritize tasks effectively

  • Friendly, professional, and customer-focused approach

Preferred / Asset Qualifications

  • Insurance knowledge and/or broker experience

  • Experience in the Property & Casualty Insurance industry

  • Familiarity with insurance and brokerage terminology

  • Salesforce experience

  • GIE and/or CIP certification
Company:
Staffmax Staffing & Recruiting