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Bilingual Service Desk Analyst

2 months ago

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

We are seeking a highly skilled Service Desk Analyst to join our team at CB Canada. As a Service Desk Analyst, you will be responsible for providing technical support to our internal business partners via phone, email, and chat. You will troubleshoot and resolve technical issues related to network connectivity, application issues, desktop issues, and other technical problems.

Key Responsibilities
  • Provide technical support to internal business partners via phone, email, and chat
  • Troubleshoot and resolve technical issues related to network connectivity, application issues, desktop issues, and other technical problems
  • Document incidents/problems, troubleshooting steps, and comments in a ticketing management system
  • Work in a fast-paced environment, able to adapt to frequent change, and be able to work a flexible schedule
  • Work with diverse groups and individuals to set goals, establish priorities, and resolve issues
Requirements
  • 2-4 years of experience in an IT role or technical call center
  • Ability to demonstrate a solid understanding of basic network components and concepts
  • Ability to provide support to end-users on a variety of topics including MAC OSX and Windows 7/8/10, MS Office, printers, mobile devices, and email issues
  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Strong problem-solving/analytical abilities
  • Strong commitment to quality customer service
  • Ability to work independently and follow direction and best practices
  • Attention to detail and ability to multi-task while talking to customers
  • Candidates must be able to work shifts, holidays, and weekends
  • Experience with Service Now or comparable ITSM platform considered an asset
  • ITIL v3/ITIL Foundations certification considered an asset
Working Conditions

Hours of operation: Monday - Friday, 9:00am - 5:30pm AST