Bilingual Service Desk Analyst Jobs

• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

• 1-2 Years Customer Service Experience

- Previous Help Desk or Contact Center experience

• Strong Verbal and written communication skills,

• empathy, finesse and interpersonal skills.

•High ability to work independently and manage one’s time.

The Service Desk Analyst will support our clients enterprise Information Technology Service Management Program.

Support the following Service Management functions.

Asset, Change, Incident and Problem Management.

Experience with ServiceNow is a plus.

ITIL certification is a plus.

Excellent communication, collaboration, and facilitation skills.

Proficient knowledge in software based ITSM tracking tools. Experience with ServiceNow is considered an asset.

Diagnose and resolve technical hardware and software issues utilizing the Service Desk Knowledge Base.

Contribute technical content and departmental procedures to the Service Desk knowledge base.

Completion of post-secondary degree or certificate and/or 2 years’ experience in a diverse technology and customer service-focused role.

Good communication skills in French and English, both written and spoken.

Solid experience and training in troubleshooting hardware and software-related issues and providing Service Desk functions.

Strong problem solving, and analytical skills based on 2-5 years’ experience in an IT Department with acute attention to detail.

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.

ITIL certification is an asset but not a requirement.

A+ Certifications is an asset but not a requirement.

HDI Certification is an asset but not a requirement.

Experience with IT knowledge management and crisis communications processes

Participate in the Major Case Management process; providing external outage notifications and communicating root cause findings

Contribute to an IT knowledge databaseby maintaining high quality, up-to-date, and searchable content for audiences of varying skill level

Establish writing guidelines based on knowledge base best practices and ensure we are achieving or surpassing them

Manage and update the Service Desk communications support documentation to ensure it reflects Celero's current policies and practices

2+ years' experience in increasingly progressive communications-oriented roles; experience in financial services or technology is an asset

Provide deskside support for calls that cannot be resolved over the telephone or via remote management

provide deskside support for calls that cannot be resolved over the telephone or via remote management

Log all user interactions (incoming and outgoing) into our call-management system

Microsoft knowledge and experience in desktop and Office tool support

Salaries are based on qualifications and experience and typically range from $66,000 to $77,645 (job grade 14)

log all user interactions (incoming and outgoing) into our call-management system

Experience with IT service management systems

Excellent communication, problem-solving, and time management skills

Document all request details and incident troubleshooting in the ticket management system

Intermediate to advanced knowledge of IT tools including Windows 10, Active Directory, Remote Desktop, Office 365, and Google Chrome

Additional certifications such as ITIL Foundations Certification and ComTIA IT Fundamentals are an asset

Benefits Of Working At The Home Office

· Documenting, logging and tracking all calls, e-mails, voicemails and drop-bys using case management software.

· Managing escalation and retaining problem ownership (track call, remote control, research and update knowledgebase).

· Providing remote access (home) telephone support.

· Minimum of 1-2 years of related experience

· Excellent written and verbal communication and interpersonal skills.

· Experience supporting IOS Mobile Devices.

Superior written and verbal communication skills, as well as the ability to work under difficult situations under pressure.

Ability to be diplomatic with difficult individuals is a premium skill for this position.

Ability to manage multiple situations and prioritize accordingly.

Basic knowledge of mainframe terms and environment.

Additional Position Functions And/or Responsibilities

Candidates must be bi-lingual (English/French) to be considered for this position and apply.

Special Knowledge, Skills, and Abilities

Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)

Familiar with ServiceNow Incident Management System

Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%)

Excellent written and oral communication skills

Excellent customer service and conflict resolution skills

Experience with Point of Sale hardware, software and menu management support i.e. IBM, Micros etc.

Experience with Call Tracking Software such as HEAT or Zendesk and communications software such as RemoteWare

Update the Recipe Unlimited knowledge base

Experienced with Microsoft Windows and Google Workspace

Knowledge of computer architecture and networking

Excellent listening and verbal communication skills

Experience with IT issue tracking or service management system (i.e. ServiceNow, iSupport, Request Tracker)

Experience with remote desktop software (i.e. SCCM, ShowMyPC etc.)

Effective management of priorities and multiple deadlines

Hands-on experience in a Help/Service Desk role

Microsoft, HDI or A+ Certifications

Solid working knowledge of Microsoft products (Windows 10, Word, Excel, PowerPoint, Outlook)

Deep knowledge and technical proficiency gained through extensive education and business experience.

Facilitates discussions and follows a structured approach to plan, elicit, analyze, document, communicate and manage requirements with stakeholders.

Broader work or accountabilities may be assigned as needed. Qualifications:

Manages complexity across business value, technology, and interaction models.

Works with project stakeholders to validate their requirements and analysis models via techniques such as reviews and walkthroughs.

Ensures system specifications meet expectations/requirements, and negotiates solutions.

1-3 years of project management experience with Kanban methodologies.

Record all interactions with customers in our ticket management system.

Ensure the management of access requests in accordance with our security policies.

Contribute to the incident management process by detecting, categorizing, and resolving issues.

Initiate change management processes for hardware, software, and other IT assets.

Manage incoming and outgoing phone calls related to IT support.

Establish processes for ITSM processes and knowledge management

Demonstrate excellent time management and prioritization skills

Specialist domain knowledge of IT Service Management.

Good knowledge of project management principles

Knowledge on application development processes including thorough knowledge of IT service management concepts (ITIL) being a plus

Work in close alignment with O&M IT team to establish IT processes for request, change, incident and problem management

Time management. Ability to prioritize & manage several task s with minimal supervision

Ensure all IT support is delivered with a focus of client experience and satisfaction

Collaboration. Partners effectively with teammates to deliver an exceptional experience

Education. Related post-secondary education Degree or Diploma in an IT discipline or equivalent

ITIL certification would be an asset

Accurately resolve client concerns or triage to the appropriate support teams

Experience with ticketing systems, ideally ServiceNow

3+ months service desk experience

Great communication skills and active listening

Are you looking to build your experience within a service desk support role?

Service Desk Technician | Toronto, ON | CAD$40k - CAD$48k

Do you enjoy integrating and communicating with clients and end users?

Inform management of recurring problems

BH – Service Desk Analyst - Contract - Full Remote (Victoria, BC)

·Post-secondary degree or diploma in Computer Science, or an IT related discipline and/or IT Service Desk experience.

Provide tier 1 support to the user community, resolving user queries, incidents, and requests.

Analyzes and resolves all application software or hardware incidents and requests from end-users

Accurately logs and tracks incidents and requests from identification through resolution stages

Uses superior customer service, troubleshooting and questioning skills to diagnose and resolve problems in a courteous and timely manner

Keeps abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications

Individuals with experience supporting clients in a LAN/WAN environment is an asset

Windows Operating Systems and Microsoft Office product support knowledge is preferred

Customer support experience within a dedicated call center environment

Comfort assisting people of all levels of technical abilities

Assist with cleanup, organization and management of IT inventory at the Edmonton office.

Intermediate ethernet network troubleshooting experience basic understanding of routing, TCP/IP,

Imaging of PCs and applying configurations to Cisco network switches.

Familiarity with Cisco command line interface and commands for troubleshooting network and switch issues.

familiarity with Cisco command line interface and commands for troubleshooting network and switch issues.