ABOUT THIS CAREER OPPORTUNITY

Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is located in Markham/Thornhill, ON and typically reports directly to the Service Desk Team Lead.

The Bilingual Service Desk Analyst provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, network, and related computer systems and peripheral devices. Using effective communication, technical and analytical skills, support is provided by phone, email, and/or using a ticket management system.

DUTIES & RESPONSIBILITIES

  • Communicate comfortably to employees at all business levels in both French and English
  • Handle telephone calls, e-mails and other requests for support in a skilled and professional manner
  • Administer and maintain user accounts, permissions and access rights (Active Directory, Exchange, BES, etc.)
  • Setup all equipment, including hardware and software upgrades and provide ongoing support
  • Track, monitor and accurately document requests to timely resolution and follow up as needed
  • Utilize resources such as knowledge bases, help desk tools, and websites to provide solutions to end users
  • Identify and escalate priority incidents to next level support and/or 3rd party vendors
  • Functional knowledge of current technologies, protocols, and standards
  • Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company’s operations

COMPETENCY REQUIREMENTS

  • Communicates Effectively
  • Continuous Learning
  • Customer Focus
  • Holds Self and Others Accountable
  • Problem Solving and Innovation
  • Teamwork and Collaboration
  • Values and Respects Others

EDUCATION REQUIREMENTS

  • Post-secondary education in a related field

WORK EXPERIENCE REQUIREMENTS

  • 3-6 years of experience in a similar role
  • Experience with IT ticketing systems

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

  • Due to many mandatory vaccination requirements at client projects / facilities, in order to provide substantial employment by ensuring compliance with our client’s mandates, the successful candidate will be required to validate full vaccination prior to hire.
  • Must be able to speak, read and write in English and in business French
  • Proficient in Windows Operating Systems and Microsoft Office applications
  • ITIL, A+, and Net+ or similar certification would be an asset

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.