Bilingual Service Desk Analyst
- The role can be performed from anywhere in Canada
- Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Call Handling / Access Provisioning use; make recommendations for improvements.
- Perform other related duties incidental to the work described herein.
- Attend and be involved during team meetings.
Key Responsibilities:
- Provide support to users either via phone, email or desk side as required
- Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems;
- Perform initial problem analysis and triage problem to other appropriate staff when appropriate
- Record, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution
- Apply diagnostic utilities to aid in troubleshooting
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Perform post-resolution follow-ups to help requests.
- Follow instructions and pre-established guidelines to perform the functions of the job;
- Collect, organize and document all problems and solutions in the Service Desk Tracking System;
- Assist technicians with installation, configuration and set up of computer systems as per established procedures when required;
Skills & Qualifications:
- Possess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience
- Minimum 2 years of experience in a customer service or technical support role (troubleshooting, configuring, installing, tracking issues and resolving issues).
- Experience working with reporting tools
- Experience working in a quick serve restaurant is an asset
- Understanding of Windows 10 environment
- Strong (fluent) written and spoken communication skills in English. French is an asset
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Good understanding of the organization’s goals and objectives
- Attention to detail
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly
- Ability to present ideas in a user-friendly language.
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment.
- Perfectly bilingual (FR-EN)