Multilingual Support Analyst (Dutch)

As a Multilingual Support Analyst fluent in Dutch, you will be a proactive and customer-focused member of the L2 Service Desk team at CGI. Your responsibilities will include providing technical support to end users, troubleshooting and resolving incidents, and ensuring a high level of customer satisfaction. This is an excellent opportunity to work in a dynamic environment supporting global users. **Key Responsibilities:** - Provide Level 2 technical support for hardware, software, network, and application-related issues - Handle escalated tickets from L1 service desk and ensure timely resolution - Communicate effectively with end users in Dutch and English via phone, email, and remote tools - Troubleshoot incidents, perform root cause analysis, and implement preventive measures - Escalate complex issues to L3 teams or relevant support groups as required - Document all incidents, resolutions, and updates in the ticketing system - Adhere to defined SLAs and maintain a high level of first-time resolution - Collaborate with global support teams and contribute to knowledge base creation - Follow ITIL processes for incident, problem, and change management **Qualifications Required:** - Fluency in Dutch and English - 2+ years of experience in a technical support/service desk role, preferably at L2 level - Strong understanding of Windows OS, MS Office Suite, Active Directory, and basic networking concepts - Experience with remote support tools and ticketing systems (e.g., ServiceNow, Remedy) - Knowledge of ITIL framework; ITIL certification is a plus - Excellent communication and problem-solving skills - Ability to work independently and manage multiple priorities - Experience supporting enterprise environments - Knowledge of additional European languages is an advantage - Technical certifications (e.g., CompTIA A+, Microsoft, Cisco) are a Plus CGI is a leading IT and business process services firm committed to helping clients succeed. With a global presence and dedicated professionals, CGI offers a competitive compensation package with opportunities for growth and professional development. As an equal opportunity employer, CGI is committed to providing accommodations for people with disabilities. Join CGI and be a part of a winning team where you can turn meaningful insights into action.,