• Bilingual Help Desk Analyst

    Job Location CA-ON-Toronto
    Posted Date 2 weeks ago(5/8/2018 5:06 PM)
    Job Type
    Full Time/Temps plein
    Number of Positions
    Postal Code
    M5E 1W1
  • Job Description (EN)

    Help Desk Analyst

    Position Description


    Title: Bilingual Help Desk Analyst

    Reports To:  Help Desk Team Lead




    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 required.


    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 different 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 manager.



    • 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 spoken.


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