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Bilingual Help Desk Analyst

2 months ago

Markham, Canada Pet Valu Full time
Bilingual Help Desk Analyst

Location: Markham, Ontario

Job Description:

What is the role?

We are looking to recruit a Bilingual Help Desk Analyst to join our growing team, to proactively assist in the daily job of monitoring and reporting, and tackle day-to-day tasks and projects. This role will also provide first level troubleshooting support via phone, email and chat, and liaise with all applicable service providers, internal teams and third parties as required.

Must have the ability to handle challenging situations in a focused manner.

If you are passionate about technology and the role at hand with a flexible attitude and have the ability to continuously learn, foster teamwork, and actively contribute to the betterment of the team, this role is for you

What will you do?

  1. Take calls from stores and Head Office users, troubleshooting, assisting or re-directing as necessary.
  2. Logging calls received in the database and maintaining problem reports.
  3. Assisting in POS procedure documentation.
  4. Updating relevant information in the help-desk database.
  5. Following up with relevant users for updates on problems passed on to them.
  6. Participating in maintenance of POS Test Scripts and Test Sets.
  7. Participating in testing of new releases of in-house developed software.
  8. Troubleshooting and maintenance of PCs and POS hardware equipment.
  9. Placing service calls with vendors and subsequent follow up to ensure satisfactory service.

What will you need to succeed?

Education and Experience

  1. High School
  2. Preferred: College diploma in technology or business-related field
  3. Minimum 1-2 years’ experience in customer support
  4. Demonstrated experience troubleshooting hardware and software
  5. Retail experience, preferably with a Point-of-Sale system (POS) is an asset

Knowledge and Skills

  1. Strong problem solving skills and aptitude is essential
  2. "Go-getter" attitude - along with total commitment to customer satisfaction
  3. Clear verbal, as well as concise written communication skills
  4. Experience with MS Office and a Windows 10 environment is desirable
  5. Computer literate with a general aptitude for learning new proprietary and commercial software programs
  6. Full training on our systems will be provided
  7. Must be proficient in both French and English.

We are looking for someone who can roll with the punches and loves to immerse themselves in solving a diverse set of challenges - retail is never boring. If you think you'd be a great fit to join our team we'd love to hear from you

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