Bilingual Service Desk Analyst
Nova Networks
Ottawa
1d ago

Position Description :

Frequently the first direct experience that the end-user has with Nova Networks is the Service Desk Analyst the voice of Nova’s Service Delivery team.

The Service Desk Analyst listens to the client end-user describe their problem and using their experience, knowledge, training and Nova’s tools and systems identifies the cause of the problem and works with the end-user to resolve it in a timely manner.

Our Service Desk Analysts are often those that end-users turn to when they have a looming deadline and their computing devices / applications are not functioning as expected.

  • Your cool under pressure demeanor and confident, alert voice will go a long way in supporting the end-user as you work through the problem and resolving it;
  • providing the end-user with the tools to meet their deadline.

    Candidate Requirements :

  • Bilingual (fluent in French and English - reading, writing and spoken)
  • Experience providing superior end user application and desktop support
  • Experience with the latest (Microsoft products - Office suite applications, Windows 10 and 7 desktop, server and mobile operating systems, Active Directory, Exchange, )
  • Administrative experience with mail services, networking and backup solutions
  • Administrative experience developing and maintaining comprehensive documentation
  • Excellent customer relations and communication skills
  • Experience working independently within a fast-paced environment
  • Ability to manage multiple tasks
  • All new or rehired employees will be asked to undergo a security clearance and offers will be contingent upon completion of the security clearance.
  • Nice to Haves :

  • Preference given to candidates with MCTS or MCITP Certification
  • Experience with HEAT Service Management Help Desk software
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