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 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 (Microsoft Intune, AD etc.)
- Set up 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
- 1-3 years of experience in a similar role
- Experience with IT ticketing systems
SKILLS, ABILITIES, AND OTHER REQUIREMENTS
- Must be able to speak, read and write in English and business French.
- Proficient in Windows Operating Systems and Microsoft Office applications.
- ITIL, A+, and Net+ or similar certifications 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.