The Role: Bilingual Service Desk Analyst

Location: Toronto, ON

Industry: Professional Services

Type: Permanent (contract to perm)

WHAT IS THE OPPORTUNITY?

The IT Service Desk Analyst is focused on providing first-level technical support for various end users across Canada. You will receive requests via telephone, email or in person. The position is responsible for prompt and knowledgeable response to requests for support arising from day to day use of business applications and technologies.

You excel in the areas of customer service, software, hardware, mobile and network support, working in a fast-paced, service oriented, professional business environment. You are also capable of assessing/triaging requests in order to escalate to a next level support group if necessary and following up with all parties to ensure incident closure and resolution.

WHAT YOU'LL DO IN A DAY:

Provide excellent client service to end-users (internal employees) for all business technical queries, questions, issues reported

Record and manage all support requests in the incident management/tracking system

Responsible for configuring and deploying hardware, managing assets, maintaining and administering a loaner pool, etc.

Monitor system generated service alerts and escalate when required

Provision, change and de-provision user accounts in accordance with corporate policies and procedures

Follow and contribute to the new documentation of common support procedures

Own all incidents/requests: perform follow up with second and third level support groups, monitor the status of all open incidents, manage requestor expectations, report status, assist where possible through to resolution

Participate in necessary training

Complete any projects as assigned, along with activities that may be assigned from time to time in the area of technical support and IT operations

Actively seek opportunities for service improvement, recognizing the needs and expectations of the end users in the environment

WHAT YOU BRING TO THE ROLE:

University degree or College Diploma in a computer related field strongly desired, equivalent work experience considered

2+ years’ experience in providing client (technical) support in a professional services environment

Excellent knowledge of fundamentals of PC operating systems (O365) and hardware and experience using remote support utilities

Strong client computing experience e.g. desktop, laptop, tablet, printer, mobile device, multifunction devices, desktop phones, voicemail, etc.

MCSE certification an asset

ITIL Foundations certificate an asset

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