Bilingual Service Desk Analyst (ECH-QC)

CAA Club Group; Montreal; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading company in the IT support sector is seeking a support specialist to provide exceptional technical assistance and service. This role involves troubleshooting hardware and software issues, educating users, and documenting procedures in a dynamic service desk environment. Ideal candidates will have a background in computer science or IT, strong problem-solving skills, and the ability to work varied shifts.

Qualifications

• Minimum 2 years in a customer service-oriented IT environment with extensive technical support experience.
• Experience with Windows 10 and remote diagnostics.
• Knowledge of ITIL philosophy is an asset.

Responsibilities

• Handle incidents, identify problems, and provide troubleshooting support.
• Educate users on efficient system usage.
• Document and maintain Service Desk procedures.

Skills

Customer Service

Technical Support

Problem Solving

Time Management

Analytical Skills

Communication Skills

Education

Post-Secondary education in computer science or Information Technology

Tools

MS Office

Ticketing Management Systems

Job description

• Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident, and problem escalation
• Identify, investigate, and resolve PC, Laptop, Mobile Device and Printer problems
• Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity, and data recovery
• Educate users on how to use systems and applications more efficiently
• Document and maintain Service Desk procedures
• Various projects as assigned by Management
• Work rotational weekend and evening shifts as required

Who You Are

• Post-Secondary education or Diploma in computer science or Information Technology
• A minimum of two years’ experience within a customer service-oriented Information Technology environment including in-depth experience in providing technical support and quality customer service
• Proficient in MS Office (Outlook, Excel, Word, Power Point)
• Experience with Windows 10 desktop operating systems remote diagnostic and problem resolution
• Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident &Problem Management and Change Management)
• Knowledge of ticketing management systems
• Knowledge of PC, laptop, iPhone and printer hardware and software
• Available to work varied shifts within a 24 / 7 environment
• Strong written and oral communication skills
• Excellent time management, analytical and problem-solving skills
• Ability to work effectively and productively within a team environment