Technical Services Analyst

Harris Computer; Ottawa; On-site; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is looking for a Technical Service Analyst to provide exceptional support to employees facing technical challenges. This role involves troubleshooting issues related to desktop, laptop, and network services, ensuring a seamless experience for users, whether local or remote. The ideal candidate will possess a Bachelor's degree and be bilingual in French and English, with strong skills in technical support and customer service. Join a performance-driven organization that values professional development and offers flexible work options, comprehensive benefits, and opportunities for advancement.

Benefits

Three weeks' vacation

Comprehensive Medical, Dental, and Vision coverage

Financial support for CPA candidates

Employee stock ownership

RRSP matching programs

Lifestyle rewards program

Flexible work options

Opportunities for advancement

Qualifications

• Bachelor's degree or 2-3 years of relevant experience.
• Experience in technical support and customer service.

Responsibilities

• Coordinate and troubleshoot incoming employee calls for technical issues.
• Develop and implement standard operating procedures for IT support.

Skills

Technical Support

Bilingual (French/English)

Troubleshooting

Customer Service

Active Directory

VPN-Remote Connectivity

Mobile Device Management

Education

Bachelor's Degree

Tools

Microsoft O365 Suite

Job description

Technical Service Analyst

We are seeking a Technical Service Analyst with a Bachelor's degree or 2-3 years of relevant experience. The role involves providing support services to employees facing technical problems and IT issues related to desktop, laptop, or network services. This support can be from local personnel or remote employees accessing the network.

The key responsibilities include:

1. Coordinating, diagnosing, and troubleshooting incoming employee calls to resolve technical issues.
2. Ensuring timely resolution of problems or escalating them to appropriate technical personnel.
3. Providing case status updates to management and end-users.
4. Supporting and maintaining effective relationships with users.
5. Developing, documenting, and implementing standard operating procedures and customer service guidelines for remote IT support.
6. Handling problems of moderate scope, analyzing situations or data to identify factors.
7. Using judgment within defined procedures to determine appropriate actions.
8. Providing face-to-face support to a corporate customer base.
9. Bilingual (French/English) required, both oral and written.

The ideal candidate will have experience supporting:

• Microsoft O365 Suite
• VPN-Remote Connectivity
• Mobile Device Management
• Active Directory

What We Offer:

• Three weeks' vacation (four weeks after three years, five weeks after seven years) plus five personal days.
• Comprehensive Medical, Dental, and Vision coverage from day one.
• Financial and professional development support for CPA candidates and members.
• Employee stock ownership and RRSP matching programs.
• Lifestyle rewards program.
• Flexible work options.
• A performance-driven organization with many opportunities for advancement.
• And more!