Bilingual Service Desk Analyst (ECH-ON)

Position Details

What You Will Do

• Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident, and problem escalation
• Identify, investigate, and resolve PC, Laptop, Mobile Device and Printer problems
• Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity, and data recovery
• Educate users on how to use systems and applications more efficiently
• Document and maintain Service Desk procedures
• Various projects as assigned by Management
• Work rotational weekend and evening shifts as required

Who You Are

• Bilingual in French required
• Post-Secondary education or Diploma in computer science or Information Technology
• A minimum of two years’ experience within a customer service-oriented Information Technology environment including in-depth experience in providing technical support and quality customer service
• Proficient in MS Office (Outlook, Excel, Word, Power Point)
• Experience with Windows 10 desktop operating systems remote diagnostic and problem resolution
• Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident &Problem Management and Change Management)
• Knowledge of ticketing management systems
• Knowledge of PC, laptop, iPhone and printer hardware and software
• Available to work varied shifts within a 24/7 environment
• Strong written and oral communication skills
• Excellent time management, analytical and problem-solving skills
• Ability to work effectively and productively within a team environment