Bi Lingual Service Desk Analyst Portuguese

Service Desk Analyst Bilingual (English / Portuguese)

Position Description :

The Service Desk Analyst provides 24x7 internal network, hardware, and software support for a large organization via phone, chat, and email.

The support provided includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues, proprietary applications, mobile devices, and other issues of a technical nature.

While this role is technical in nature, as the face of IT a customer-centric mindset and great communication skills are required.

The successful candidate is expected to possess excellent verbal and written communication skills in English and Portuguese.

Come Work With Us!

At Buchanan Technologies, we offer a great employee experience with a fun but professional work environment. Our Prince Edward Island Support Center is based in beautiful downtown Charlottetown on the top floor of the Atlantic Technology Center.

Our office is flooded with natural lighting and access to a wrap-around rooftop deck. Aside from a competitive salary, Buchanan Technologies is proud to offer various employee programs that help add value to your daily life.

• Fully Paid Benefits (Single family Coverage) that include Health, Dental, Vision, Life Insurance, and more
• RRSP plan that sees your contributions matched by Buchanan Technologies
• Technology Purchase program that ensures you always have the latest tech for personal use
• Paid education / certification program that not only helps you build your professional skills but is also part of the foundation for salary increases semi-annually
• Standard vacation allotment + 10 Paid Holidays and 6 paid sick days per year

Essential Duties / Responsibilities :

• Work within a team of 15-20 Service Desk Analysts supporting a multi-location corporate environment
• Respond to telephone calls, email, and personal requests for technical support from internal business partners in a fast and friendly manner.

The ability to explain technical situations to non-technical individuals is essential

• Troubleshoot and support software applications, various hardware / software configurations and run appropriate testing and diagnostics
• Identify, research, and resolve technical problems. Escalate problems to other support teams when necessary for the resolution
• Provide full-cycle incident management on issues requiring escalation or outside support. This will include user advocacy and providing regular updates to all parties involved, as required
• Document incidents / problems, troubleshooting steps are taken, and comments in a ticketing management system
• Work in a fast-paced environment, able to adapt to frequent change, and be able to work a flexible schedule
• Work with diverse groups and individuals to set goals, establish priorities, and resolve issues

Required Skills :

• 2 - 4 years previous experience in an IT role or technical call center
• Ability to demonstrate a solid understanding of basic network components and concepts
• Ability to provide support to end-users on a variety of topics including MAC OSX and Windows 7 / 8 / 10, MS Office, printers, mobile devices, and email issues
• Mature, self-motivated, and professional with excellent written and verbal communication skills
• Strong problem solving / analytical abilities
• Strong commitment to quality customer service
• Ability to work independently and follow direction and best practices
• Attention to detail and ability to multi-task while talking to customers
• Candidates must be able to work shifts, holidays, and weekends
• Experience with Service Now or comparable ITSM platform considered an asset
• ITIL v3 / ITIL Foundations certification considered an asset

Hours Of Operation : Monday - Friday 9 : 00am - 530pm AST