Bilingual Service Desk Analyst

2 months ago


Vaughan, Canada CAA Club Group Full time

Position Details

What you will do:
• Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident, and problem escalation.
• Identify, investigate, and resolve PC, Laptop, Mobile Device and Printer problems.
• Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity, and data recovery.
• Educate users on how to use systems and applications more efficiently.
• Document and maintain Service Desk procedures.
• Various projects as assigned by Management.
• Work rotational weekend and evening shifts as required.

Who you are:
• Post-Secondary education or Diploma in computer science or Information Technology
• A minimum of two years’ experience within a customer service-oriented Information Technology environment including in-depth experience in providing technical support and quality customer service 
• Strong written and oral communication skills
• Excellent time management, analytical and problem-solving skills
• Ability to work effectively and productively within a team environment.
• Knowledge of ticketing management systems
• Knowledge of PC, laptop, iPhone and printer hardware and software
• Proficient in MS Office (Outlook, Excel, Word, Power Point)
• Experience with Windows 10 desktop operating systems remote diagnostic and problem resolution

• Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident &Problem Management and Change Management)
• Available to work varied shifts within a 24/7 environment.



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