Bilingual Helpdesk Analyst

About Us
Established in 1982, Bulk Barn is Canada's largest bulk food retailer with close to 300 stores and growing The key to our success is progressive thinking, detailed/ methodical planning and flawless execution by passionate people across our organization. We strive to foster a balanced and flexible culture that benefits both our customers and employees.

**Our Values**:

- High Standards
- Passionate
- Committed
- Exciting and Fun
- Supportive
- Customer Oriented

What We Offer
In addition to a competitive compensation program and employer-paid benefits, we also include:

- 32-hour flexible work-week program currently being tested
- Use of top-tier on-site fitness facility at our Corporate Head Office free of charge to employees

ABOUT THE ROLE
This role provides Tier 1 and Tier 2 bilingual (English/French) technical support to corporate office and store technology users for support assistance. This role is responsible for providing any required maintenance to ensure that systems are running in optimum performance.

**Responsibilities**:

- Project/Task Management
- Use Help Desk ticketing system to ensure the root cause of each issue is resolved and to identify issue trends for resolution.
- Ensure all processes and procedures are documented and updated, as required.
- Receive and process all store orders using the ERP system according to published schedules including liaisons with stores, order department and warehouse to resolve any issues.
- Work with POS vendor to ensure the ongoing transmission of sale information from stores.
- Organize external vendor support for desktop and laptop computers.
- Assist in the installation and implementation of new technology at corporate office and stores.
- Assist in maintaining IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
- Proactively monitors the infrastructure for possible issues and takes necessary action to prevent an outage.
- Effectively preform all IT onboarding and offboarding tasks with the appropriate equipment and document updates.
- Ensure that company assets are maintained responsibly and are disposed of in accordance with company policy.
- Serves as Subject Matter Expert (SME) for IT desktop support.
- Participate in the annual IT budget planning process.
- Other tasks and responsibilities as may be required inline with the growth and development of the organization and the position.
- Communication
- Communicate and resolve issues in English and/or French as required by the customer or the situation. Excellent customer service skills are required.
- Establish and maintain a professional working rapport with all levels of technology users including but not limited to, franchisees, vendors and management to effectively provide timely problem resolution, follow up, and status updates.
- Ensure ongoing communication with internal and external partners regarding status updates and any outstanding issues.
- Ensures workarounds and permanent fixes are documented and communicated to colleagues.
- Communicates any Severity 1 outages to management, as required.
- Process Improvement
- Develop and maintain a working knowledge of Company technology to assist in problem resolution and make recommendations for improvement to senior management.
- Problem Solving
- Document problems with resolution actions and required information in the Help Desk ticket tracking system.
- Escalates Tier 3 issues to System Administrators for support when the issue exceeds their skill set.
- Performs diagnostic testing and analyzes test results in order to resolve the issue.
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network while placing service calls with the appropriate maintenance vendors when necessary.
- Triage Tier 3 trouble tickets.
- Troubleshoot and resolve technical issues relating to hardware, software and network or escalate, as required.
- Customer Focus
- Provide excellent customer service to both internal and external customers regarding technology issues.
- Follow up with internal and external customers regarding any outstanding issues.
- Teamwork
- Collaborate with development staff to recreate issues in the test environment.
- Promotes and works to maintain workplace wellness, health and safety, through active compliance with all workplace health and safety policies and procedures.
- Any other duties as required.

Education & Skills
- 3 - 5 years’ experience working with enterprise antivirus software
- 3 - 5 years’ experience building computers from components
- 3 - 5 years’ experience working with multi-function Printers and performing maintenance tasks
- Intermediate knowledge of Microsoft Office Suite
- 3 - 5 years’ experience working in professional environment
- 3 - 5 years’ experience working under pressure, multi-tasking in a deadline-driven environment
- Ability and initiative to learn abo