Bilingual Service Desk Analyst

At Arbor Memorial, you will be surrounded by caring colleagues and hands-on, experienced leaders with a well-established Canadian company. Your skills and knowledge will ultimately contribute to meaningful experiences for the families we serve. That's incredibly fulfilling. Truly making a difference is a rare thing and at Arbor, our team members have this opportunity every single day.

Working with Arbor means more than a competitive compensation package. We are invested in a culture of learning throughout our business and dedicated to providing health and wellness resources for all employees and their families. We also provide a robust pension plan to support your long-term financial planning and stability.

About This Location:

This position is remote-first, with occasional travel required to provide onsite support at our branches in the Ottawa region. Travel will be scheduled based on business needs, and mileage reimbursement will be provided in accordance with company policy.

Job Type: Full Time, Permanent

Vacancy Status: This is a current vacancy and we are actively seeking to fill this position.

About This Role:

Reporting to the Service Desk Team Lead this position is responsible for providing first level technical assistance to all Arbor Information Services clients, in a timely and service-oriented manner. Providing technical support expertise to resolve hardware, software and network related technology incidents and service requests.

Key Qualifications and Demonstrated Abilities:

• 2-5 years of experience in an IT service desk call centre environment is an asset.
• Must be bilingual in English and French
• A degree or diploma from an accredited post-secondary institution in Network Systems or a related program.
• Related professional certifications/designations are an asset.
• Good awareness of current and emerging technologies and their potential in the business environment.
• Strong knowledge of Arbor's infrastructure and technologies. Includes hardware, server, desktop and LAN operating systems and networking.
• Proficiency with Windows operating systems, Microsoft productivity software, Microsoft Outlook/Exchange, Internet Explorer, end user computers (i.e. desktops, notebooks, tablets), print/fax/copy technologies and end user mobility devices (cell phones, PDA's Blackberry's and iPhones).
• Aware of best practices in Information Technology service delivery such as COBIT and ITIL.
• A driver's license with a clean driving abstract and a vehicle for onsite visits when required.
• Excellent customer service skills and an ability to partner with all levels of the organization, a commitment to service excellence, quality and communication.
• Ability to adapt to changing workloads, conflicting priorities and concurrent activities, and work to meet deadlines.
• Able to exercise sound judgment and make decisions within scope of position.
• Self-motivated with the ability to work effectively independently or as part of a team.
• Excellent attention to detail and consistently high level of accuracy.
• Exceptional interpersonal and communication skills; verbal, written and presentation, used to build and foster partnerships with clients, and technical team.
• Exemplifies Arbor's values of integrity, trust, teamwork, belonging and excellence.

Responsibilities:

• Responds to all phone and email requests for assistance in a timely basis while adhering to established Arbor service level agreements.
• All incidents and service requests to be resolved to the client's satisfaction. Resolution for all incidents and service requests is to be clearly documented in the Service Desk software.
• Arbor problem determination guidelines and policies are to be followed. Incident and
• service request documentation to be provided when tickets are escalated to level 2.
• Assists clients with the use of technology. Configures and installs peripheral devices such as cell phone, blackberry, other cellular devices, printers, scanners and copiers.
• Responsible for the onboarding/termination of employees using Microsoft Active Directory.
• Uses strong interpersonal and communication skills to build and foster partnerships with clients, and technical teams.
• Provides after hours (evenings and weekends) support to all Arbor Information Services clients on a rotational basis. This is offered through a cell phone and is shared with other Customer Support Group staff members; on call support, evening, weekend, and holiday work may be required.
• Other duties may be assigned as required, in addition to the principal duties and responsibilities outlined above.

Please submit your resume and cover letter no later than January 5, 2026.

About Us:

At Arbor Memorial, your career can mean more. As compassionate partners in each experience of remembrance and celebration, our team is a community focused on families and loved ones. It's rewarding work that directly impacts the lives of others. Our caring approach carries through in the way we treat one another as teammates.

Challenge yourself to grow in new directions and make your unique difference in ways that truly matter – join Arbor Memorial.

To learn more about our benefits please visit Total Rewards )

Arbor Memorial is an equal opportunity employer, dedicated to fostering a diverse culture of inclusivity and belonging that embraces the contribution of all team members.

We are committed to providing accessible and barrier-free employment practices and encourage all qualified candidates to apply.

If you are contacted for a job opportunity and require accommodation at any stage of the hiring process, please contact the Human Resources Department. Any information received relating to accommodation will be addressed confidentially.

Artificial intelligence (AI) tools are used to support the screening and evaluation of applicants for this position.