Help Desk Analyst-Bilingual

  • Category
    Information Technology - Help Desk / Technical Support
  • Job type
  • Location
    Ottawa, Ontario

Adecco is currently recruiting for a Help Desk Analyst-Bilingual for a permanent full-time position.The role would be with our client located in Ottawa, ON. 
The successful candidate will be joining a team of customer service orientated analysts and technicians who are responsible for ensuring IT infrastructure is fully functioning, well maintained, monitored, and documented. 

The Help Desk Analyst-Bilingual will have the following responsibilities:
-Provide outstanding customer service to user community;
-Log reported incidents in the Incident Management System;
-Troubleshoot and attempt to solve IT related problems over the phone;
-Escalate and communicate unresolved issues to 2nd line teams, and major outages to management;
-Fulfill IT service requests and initiate approval process for service requests when required;
-Follow-up on the status of open incidents to ensure problems are resolved in a timely manner;
-Create documentation to assist in problem resolution;
-Provide outstanding after-hours pager support in a rotation;
-Create, update and follow rollout schedule as well as rollout processes and procedures to ensure software or hardware is bing installed correctly; 
-Follow new store setup procedures and timelines to prepare new stores for opening;
-Maintain Help Desk store opening procedures and recommend updates where needed;- Attend/Travel to New Store openings to provide onsite support when required.

The Help Desk Analyst-Bilingual must meet the following mandatory requirements:
-Fluent in both English and French (verbal and written);
-1 year of in-store retail experience or 1 year of help desk experience in an IT support environment;
-Holding a valid driver’s license and availability to provide outstanding work after-hours pager support when required;
-Post-secondary education in Information Technology (either hardware or programming) an asset;
-Ability to easily learn, and work with, new and existing technologies;
-Solid understanding of computer hardware and peripherals;
-Strong interpersonal, customer service and incident management skills;
-Excellent time-management and organizational skills;
-Ability to work independently with limited supervision, and as part of a team;
-Flexible to carry an after-hour pager in a rotation (evenings & weekends);
-Available occasionally after hours or weekends to assist in rollouts;
-Previous retail experience an asset;
-Previous experience with BMC-SDE Incident Management System (Magic) an asset. 

If you are interested in applying to our Help Desk Analyst-Bilingual position, please submit your resume as soon as possible by clicking on the 'Apply with Adecco' button.

  • Apply with Adecco

Reference number CA_EN_1_027616_1303386

Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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