Bilingual Service Desk Analyst

Ontario Teachers Insurance Plan; Waterloo; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in Waterloo is seeking a Bilingual Service Desk Analyst who will be responsible for analyzing service desk processes and assisting users with technical issues. The ideal candidate will have experience in service desk roles and be proficient in Microsoft Office and M365. This position offers opportunities for professional growth and a supportive work environment.

Benefits

Rewarding salary and bonuses

100% premium coverage for group benefits

Defined benefit pension plan

100% coverage of continuing education fees

Access to learning resources

Flexible work-from-home options

Opportunities for advancement

Qualifications

• Minimum of three years’ experience as a service desk technician.
• Current experience in writing technical articles and procedures.
• AZ-900, Net + and ITIL designations or working towards completion.

Responsibilities

• Analyze service desk processes and document them.
• Handle incoming requests for technological assistance.
• Prioritize user incidents and distribute workload.

Skills

Bilingual

Time Management

Organizational Skills

Communication

Education

College diploma in computer science

Tools

Microsoft Office

M365

Job description

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employeesfeel valued forthe work they do, supportedasthe people they are, andincluded in thevery fabric of the organization: they bringtheirbestto work every day. And that's why we mean itwhen wesay we put our people at the centreofeverything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

Job Description

What You’ll Do:

The Bilingual Service Desk Analyst is responsible for the analysis of current service desk processes and the documentation of these processes. Other responsibilities include handling incoming requests from system users for technological assistance by assessing problems and assigning tasks to appropriate technical staff.

Reporting to the Service Desk Assistant Manager, the core parts of your role will be to:

Interviewuser to collect information and investigates the source of incident(s). Review actions taken by user, assesscause of incident, whether it is related to hardware, software, cabling or telephones, and resolvethe incident, escalating all other incidents to third level technicians as required.

Identify, research, isolateand escalateincidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.

Respondto, evaluateand prioritizeincoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Committo timelines and actas a liaison between information technology services and users.

Prioritizeuser incidents / problems and distributes workload to other technical staff as required.

Usea service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.

Reviewexisting documents to analyze and identify inefficiencies and make recommendations to processes and procedures.

Workclosely with system owners to produce effective documents.

Ensureall tickets are adequately documented on closure.

Ensurethat documentation and knowledge bases are kept up-to-date and maintained as an effective tool for design, support and troubleshooting.

Recommendimprovement in processes and procedures.

Perform support for the following:Access to create and modify user accounts in Microsoft Entra, Access to file shares to grant file permissions, Exchange Account Creation, File restore from back up, first level UCB (Knowledge to expand, SharePoint management, Intune knowledge, M365 knowledge

Analyzeand evaluateincident reports and offers recommendations to users and management to reduce help line incident rates.

Consultwith technical staff and provides information regarding recurring software, hardware and user-related incidents or issues.

Liaisewith software and hardware vendors, requesting and tracking service as required.

Sort, labeland catalogueto maintain files, disks, program licenses and materials.

Maintainquality of service and keeps information confidential to protect operations.

Performother duties within competence, as assigned.

Qualifications

Let’s Talk About You:

This is the unique blend of skills and experience we would love to see in an ideal candidate:

Minimum of three years’ experience as a service desk technician or a related technical field, including experience creating technical documentation on service desk processes and metrics.

Advanced knowledge of personal computers and Microsoft Office systems including M365.

The demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner.

The demonstrated ability to effectively communicate technical subject matter to users.

Superior time management and organizational skills to manage competing priorities, including project management skills.

College diploma in computer science or a related subject.

Current experience in writing technical articles and procedures.

AZ-900, Net + and ITIL designations or working towards completion.

General knowledge of network management.

Basic knowledge of LAN and WAN.

Must be bilingual in French and English.

We also consider your potential.If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBOcourses in Ontario)
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let’s work together! If you are interested in this opportunity, pleaseapply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals.We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.