Bilingual It Service Desk Analyst

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.
We are looking for a positive and collaborative Bilingual (French/English) IT Service Desk Analyst.
This position is a technical role providing end user support to internal staff via phone, email, instant chat.
Fulfillment of the role includes

• Provide outstanding customer experience with a focus of first call resolutions.
• Following procedures and process as related to technical troubleshooting and customer support in a collaborative manner
• Accurately document and track all reported issues using ticketing tool (CRM Tool)
• Provide guidance and support regarding business applications
• Taking ownership of triaging non-resolvable issues at level 1, to level 2 with excellent communication and documentation skill being clear, concise and capturing all relevant information.
• Work in coordination with 3rd party vendors for co-managed applications
• Provide password reset assistance
• Triaging major incidents to support teams in a timely manner with excellent documentation and written communication skills
• Must be able to support our customers in Quebec during Monday to Friday support hours and during times when our Quebec offices are operating as business as usual, but when Ontario is on holiday. For example, Civic Holiday.
• Provide remote Service Desk support which can include, application support, software installations, mobile device setup and analysis of issues which will require escalation to level 2 teams

Experience/Skills Required

• Must be bilingual, English and French Speaking.
• Be a Strong team player and contributor with a friendly and professional approach.
• Experience using incident tracking tools (CRM Software)
• Possess the ability to be professional and courteous with colleagues and customers alike.
• Must have University Degree in either Computer Science, Computer Engineering or IT
• 2-4 years of experience working with and troubleshooting O365 products including Word, Excel, PowerPoint, MS Teams, One Drive and have familiarity with SharePoint and its functions.
• Display and demonstrate excellent written and verbal communication skills with an emphasis on grammar and structure.
• Strong customer service skills with the desire and ability to exceed customer expectations
• Working knowledge with MS Azure
• 2-4 years' experience with being able to remotely troubleshoot laptop hardware
• Have working knowledge of Windows 10 with at least 2-4 years of experience troubleshooting problems within the operating system.
• 3-5 years of experience with Active Directory knowledge including knowledge of accounts look up, object look up and modification, fundamental knowledge of domains and their purpose along with knowledge of security role groups and their purpose. Working knowledge of group policies at fundamental and conceptual level.
• 2-3 years of basic to intermediate home and corporate LAN and WAN troubleshooting experience with hardware and within Windows
• Strong problem solving, and analytical skills based on 2-5 years’ experience in an IT Department with acute attention to detail.
• Knowledge of Incident management processes and procedure (Incident management is not a fundamental part of the service desk role but working knowledge is an asset)

Experience/Skills Preferred

• A+ Certifications is an asset but not a requirement.
• ITIL certification is an asset but not a requirement.
• HDI Certification is an asset but not a requirement.
• Microsoft Azure Fundamental certification is an asset but not a requirement.

What You’ll Get

• Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• We’ll support your professional development education.
• Exceptional Career Development opportunities.

Additional Information
Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.