Bilingual Service Desk Analyst

Description:

Reporting to the Service Desk Manager, the Bilingual Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service. This is a replacement position supporting the ongoing needs of the department.

Key Responsibilities
 

• Managing incidents and service requests
• Maintaining documentation
• Communication with clients regularly
• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
• Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc)
   

Qualifications
 

• • Experience
• Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
• Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
• Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required
• Previous experience in a Customer Service or Helpdesk Environment is preferred
• Education: Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
• Skills:
• Fluency in both English and French (written and verbal) is required.
• Technical Support and Troubleshooting skills
• Analytical skills with the ability to solve complex issues
• Excellent customer support and customer service skills
• Ability to work well in a team
• A theoretical working knowledge of virtualization and remote application delivery services preferred
• Strong ability to prioritize tasks and meet deadlines
• Strong attention to detail and accuracy
• Professional verbal and written communication skills
• Must possess a valid driver’s license

Working Conditions
 

• Must be able to obtain and maintain a clear criminal record check
• Physically able to perform all listed job duties
• This role involves working in a variety of environments and includes regular interaction with staff and members of the public
• On Call/Shiftwork as required to provide after-hour client support
• Various shifts at a fast pace to meet service level requirements of our clients