The Bilingual Helpdesk Analyst is responsible for providing technical support via phone or email to managed services clients for their IT issues.
Assists with the training of other Service Desk Analysts and provides technical guidance.
University degree or college diploma in a Technical Program or related field.
Vendor certification such as IBM / HP
5-8 years experience in technology support roles
4-5 years experience working in a help desk environment is preferred.
Bilingual (English / French) is a strong asset
Ability to effectively translate technical information and procedures to end-users at an advanced level.
Troubleshooting and analytical skills at a more advanced level with capacity to accurately identify and assess problems before providing accurate solutions.
Dedicated to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.
Excellent bilingual communication, both written and verbal, interpersonal skills with ability to listen effectively, respond appropriately, and maintain mutual comfort level while relating to a diverse group of individuals.
Ability to remain productive within time-sensitive and fast-paced environment.
Service and detail oriented.
Extensive knowledge supporting all Windows Clients, MS Office Products, Outlook, Citrix, and cloud infrastructure such as Hyper-V and VMWare
Excellent knowledge of computer hardware.
Knowledge of TCP / IP, Ethernet.
Experience with configuring computers and mobile devices.
Experience using Cherwell for Ticketing Incidents and Documenting of Service requests would be an asset.
Ability to assist with training of helpdesk analysts.
Assist helpdesk analysts with more complex issues.
Demonstrate experience with Microsoft office products
Demonstrate willingness and ability to increase skill set and willingness to take on additional tasks and responsibilities
Aptitude for technology
Knowledge of ITIL best practices is an asset
Liaising between departments in the organization
Facilitate conference calls between client and manufacture (i.e. power outage).
Provide technical IT related phone support to a diverse group of clients.
Provide IT related onsite support.
Diagnose and resolve problems and issues at a more advanced level.
Assist with training of Help Desk Analysts.
Provide suggestions for improving helpdesk operations and assisting with documentation.
Log all calls to the Help Desk maintaining complete documentation of problem cause, impact, and resolution.
Prioritize problems, escalate high priority requests.
Develop an understanding of the clients environment and maintain technical knowledge
Follow-up with clients to ensure resolution is complete and timely
Dispatch technical service regarding hardware problems
Develop complex and broad scope of services including remote support and outsourcing companies.
Provide spares to clients.
Provide backup to Technical Support Manager Help Desk during vacation coverage.
Other duties as assigned.
Physical Demands and Visual Acuity
Intense concentration required for short and long periods of time.
Long periods of sitting.
Typical office environments.
This position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate.
On-call rotation 24 / 7 / 365
This position works shift work.