Bilingual Help Desk Analyst

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

**The impact you will have**:
Softchoice is looking for motivated, innovative, and career-oriented individuals to join our end-user support team. Our team members must be comfortable working with mid-sized and large organizations. We are looking for applicants who take pride in the quality of their work and who share our commitment to client satisfaction and personal accountability.

**What you’ll do**:

- Managing service tickets from inception to resolution; providing timely and accurate updates
- Escalating incidents to appropriate third-party service provider or client contact when appropriate
- Ensuring effective use of time management and organizational skills to balance workload and priorities
- Following ticket management policies, procedures and best practices
- Support including:

- Browser
- VPN and basic Network Connectivity
- Printer/scanner connectivity
- End User Windows Device Support
- Password Provisioning
- WiFi
- MS Office/Office 365 Productivity Suite
- Delivering excellent customer service

**What you’ll bring to the table**:

- 2+ years of relevant help desk experience, MSP experience is a strong asset
- Fluently bilingual in French and English
- Post-secondary IT education
- Availability to work rotating shifts covering 24/7 call center which may include weekend, evening, and holiday coverage
- Experience working with an ITSM Tool; Service NOW would be an Asset
- Team collaboration with Teams Chat
- Expert problem solving skills
- Proven success working in a remote work environment with mínimal supervision and self-driven productivity
- Ability to work independently and collaboratively with your own Team as well as other departmental and divisional Teams to meet client Service Level expectations
- Ability to work in a fast-paced, highly collaborative environment

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

**Why people love working here**:

- We offer hybrid and remote working opportunities.
- Comprehensive benefits from day one of employment.
- We offer meaningful work and opportunities for career growth.
- Our team members have 2 paid volunteer days per year to give back to a cause of their choice.
- We offer an opportunity to build and grow a career in the technology industry.
- Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 18 consecutive years.
- Softchoice has been certified as a Great Place to Work in the United States for several years.
- We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.
- We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.

**Inclusion & Equal opportunity employment**:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

**Require accommodation? We are ready to help**:
**Our commitment to your experience**:
We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

**Job Requisition ID**:5048

EoE/M/F/Vet/Disability

LI-SK1

Associate

EoE/M/F/Vet/Disability