Bilingual Service Desk Analyst

1 week ago


Charlottetown, Prince Edward Island, Canada CB Canada Full time
Job Summary

We are seeking a highly skilled and multilingual Service Desk Analyst to join our team at CB Canada. As a Service Desk Analyst, you will be the primary point of contact for internal business partners, providing technical support and assistance via various communication channels.

Key Responsibilities
  • Provide timely and effective technical support to internal business partners via phone, chat, and email.
  • Troubleshoot and resolve technical issues related to network connectivity, hardware, software, and applications.
  • Document incidents and problems in a ticketing management system, ensuring accurate and detailed records.
  • Work collaboratively with other support teams to resolve complex technical issues.
  • Develop and maintain a strong understanding of IT systems, hardware, and software to provide expert-level support.
  • Communicate technical information to non-technical stakeholders, ensuring clear and concise explanations.
Requirements
  • 2-4 years of experience in an IT role or technical call center.
  • Excellent verbal and written communication skills in English and Portuguese.
  • Strong problem-solving and analytical abilities.
  • Mature, self-motivated, and professional with a customer-centric mindset.
  • Ability to work independently and follow direction and best practices.
  • Attention to detail and ability to multi-task while communicating with customers.
Preferred Qualifications
  • Experience with Service Now or comparable ITSM platform.
  • ITIL v3 / ITIL Foundations certification.


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