Support Analyst- Bilingual

3 weeks ago

Regina, Canada ISM Canada Full time

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM, we believe in life-long learning and we are a dynamic business in a state of constant evolution: we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team. Technology is changing the world.start your career with ISM and get a front row seat

**Close Date: February 28, 2023**

**PLEASE NOTE**:
As a Support Analyst - Bilingual (Service Desk), your goal is to make sure our customers always have a great experience when dealing with ISM Canada or our partners.
- This position provides front-line customer support, monitoring support, and technical support of internal and external customer systems. You will interface with internal and external customers to ensure an excellent customer experience.**Responsibilities**:

- Provide excellent customer service to clients via all methods of customer interaction
- End-to-end management of incidents, major incidents, problems, and changes while meeting established SLAs (Service Level Agreements)
- Information gathering and escalation of complex support issues to senior technicians
- Monitoring for alerts, issues and problems using tools and daily checks
- Following processes to troubleshoot, resolve, triage, or escalate issues or problems
- Hardware and software rollout activities and associated asset management actions
- Develop and maintain internal and external documentation to be used in all aspects work
- May be required to provide 7x24 on-call support and work during various shifts
- Creation of reports from various tools to be used by internal and external clients for various business purposes
- Other duties as assigned or required

**Qualifications**:

- Recognized diploma related to computer hardware/software or equivalent combination of education, experience and training.
- Some knowledge of the use, operation and support of hardware and software, and how to diagnose and remedy related problems.
- Demonstrated ability to support microcomputer hardware/software, electronic input/output and equipment.
- Must be fluent (verbal and written) in English and French.
- Good interpersonal, public relations and oral communication skills.
- Ability to train others.
- Ability to work either independently or as part of a team.
- Skills and abilities acceptable to the client.

**Key Skills & Abilities**:

- Knowledge of current operating systems and environments
- Demonstrated knowledge of the use, operation and support of hardware and software
- Experience supporting Microsoft products
- Previous experience with researching, analyzing, diagnosis and resolution of related hardware and software problems
- Experience with network and server monitoring tools would be considered an asset
- Good written and verbal communication skills
- Ability to work independently, as well as part of a team
- Willing to complete training and obtain the following certifications: HDI Support Centre Analyst, Microsoft Office Specialist, ITIL Foundation
- Excellent communication, interpersonal, and customer service skills
- Positive, professional attitude
- Reliable, punctual, flexible, accountable
- Ability to solve problems, prioritize and meet strict deadlines while under pressure
- Self-motivated and willing to learn new products, processes, ideas and systems as required

**Note: if applicable, posted pay ranges for all positions are bi-weekly rates.**

ISM is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Accessibility for Manitobans Act (AMA), and all other provincial and federal legislation, in our recruitment process.

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