Title: Bilingual Service Desk Analyst (**6 Months Contract**)

Reports To: Service Desk Manager

Responsibilities:

End User experience

• Provide first level contact and convey resolutions to customer issues;
• Properly escalate unresolved queries to the next level of support;
• Provide user support for mobile, telephony, desktop/laptop, standard productivity applications, peripherals and end-user computing devices;
• Assist with desk and office moves and physical re-location of end user IT assets;
• Provide on-call support as

Productivity & Collaboration

• Deliver productivity and collaboration tools to the business;
• Creation, implementation and maintenance of standard desktop & laptop images and configurations suitable for the various user groups;
• Provide technical support by performing installation, repair, and preventative maintenance of end user software and hardware;
• Troubleshoot end user software and hardware failures and identify and escalate related network problems;
• Performs post-resolution follow-ups to service requests and problem tickets;
• Creation and maintenance of appropriate documentation to ensure consistency, accuracy and efficiency of key processes for example quick reference cards and FAQs;
• Monitor and report on desktop or laptop problem resolution, change implementation capacity and performance issues;
• Other duties as assigned by reporting

Qualifications:

• 3-5 years of experience in a Service Desk role;
• Possess a strong technical and customer service culture
• Excellent interpersonal skills and the ability to adapt to a wide range of user skills;
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment;
• Must have knowledge of information systems hardware, software, connectivity, and database management;
• Must be able to work flexible hours as needed;
• Strong analytical and organizational skills;
• Solid business orientation: ability to see solutions in the simplest most cost-effective manner;
• Bilingual (English and French), both written and verbal

Goals, Success Factors:

• Completion of assigned tasks in a timely manner
• Ability to manage competing priorities
• User support satisfaction rating to standard
• Support head office and remote users