Analyst, Service Desk - Bilingual

Samuel, Son & Co. is growing! If you're looking for a rewarding career opportunity with a family run, industry leading organization, bring your experience and motivated attitude to Samuel, Son & Co.

We are seeking a Bilingual Service Desk Analystto join our team in either Laval, QC or Hamilton, ON.

This is some of what we have to offer:

• Competitive compensation
• Paid vacation and an annual bonus
• Health, dental and vision insurance
• Pension plan with company match
• Opportunity for fast advancement and career growth

RESPONSIBILITIES:

• Ensure systems, software, and mobile devices are up to date through system monitoring and regular upgrades.
• Coordinate incident and request handling processes
• Provide network monitoring
• Provide technical support by phone and remote access as well as walk in support.
• Assessing, prioritizing, and fulfilling user requests and follow up as needed. Familiar with ServiceNow tracking system an asset.
• Provide first level incident and request resolution as first call resolution (FCR) when possible
• Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure)
• Provide accurate description, information, and resolution notes into ticketing system
• Manage Active Directory, BES, and a variety of ERP accounts and services
• Manage users' expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner to handle.
• Work with team members and other IT members to ensure a consistent level of service
• After Hours support when scheduled (Weekly rotation between members of the Service Desk Team)
• Provide Telephone support using a Cloud based phone system
• Support Hardware and Software installations and configurations as defined by current standardized procedures
• Assist with the development and preparation of various processes and procedures, documentation, and projects.
• Maintain integrity of PC and communications asset management
• Seek opportunities to improve user satisfaction

QUALIFICATIONS:

• Post-secondary education in a related field preferred
• Strong communication skills French and English (verbal and written)
• Working knowledge of MS Office applications
• Strong troubleshooting skills
• Understanding of Remote Connectivity (ie. VPN/Bomgar)
• Strong working experience in web-based products and web browsers
• Knowledge of various Windows Operating Systems
• Good phone communication manner
• Customer Service driven
• ITIL 3/4 Certification would be a benefit
• Knowledge and experience using ServiceNow would be an asset
• Strong technical knowledge of IT
• Experience with Microsoft Suite (Excel, Word, Powerpoint)
• Experience with ITSM/ITIL applications (ServiceNow)
• Exceptional technical documentation skills
• Ability to present ideas in a user-friendly language
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to configure networked printing and imaging devices
• Ability to troubleshoot both hardware and software issues
• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to work independently and collaboratively
• Excellent written and oral communication skills
• Excellent interpersonal skills
• Exceptional service orientation
• Strongly self-motivated and directed
• Able to work various hours or start times to manage customer support from 7am to 7:30 pm

SAM123

Category

Banking, Finance and Insurance Maintenance and Technicians