Bilingual Service Desk Analyst (ECH-QC)

Echelon 56; Montreal; On-site; CAD 40,000 - 60,000; Full time

Job summary

Echelon 56 is seeking an IT Support specialist to manage technical support tasks including incident handling and troubleshooting issues with hardware and software. Candidates should have at least two years of experience in a customer service-oriented IT environment and possess relevant education in computer science or information technology.

Benefits

Work-life harmony with a holistic wellness program

Continuous learning and education reimbursement

Travel incentives and product/service discounts

Pay-for-performance recognition programs

Competitive benefits including a personal spending account

Qualifications

• Minimum two years’ experience in customer service-oriented IT environment.
• Proficient in technical support for hardware and software.
• Knowledge of ITIL philosophy and ticketing management systems.

Responsibilities

• Support tasks include incident handling and troubleshooting hardware/software.
• Identify and resolve PC, laptop, mobile device, and printer problems.
• Document and maintain Service Desk procedures.

Skills

Technical Support

Problem Solving

Customer Service

Communication

Time Management

Education

Post-Secondary education or Diploma in Computer Science or Information Technology

Tools

MS Office 365

Windows 10

Job description

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Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer :

• Work-life harmony with access to an award-winning holistic wellness program
• Continuous learning through our robust corporate curriculum and education reimbursement program
• Incredible rewards, travel incentives, and product and service discounts,
• Pay-for-performance and best-in-class recognition programs, and
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

What You Will Do

• 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 365 (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

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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