Bilingual Help Desk Analyst

Job Location CA-ON-Toronto
Posted Date 1 month ago(2/20/2018 10:48 AM)
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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