Job Description

ABOUT THIS CAREER OPPORTUNITYBlack & McDonald\'s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the Service Desk Team Lead.The Bilingual Service Desk Analyst provides day-to-day consultation, training, instruction, troubleshooting, and problem-solving to computer users for hardware, software, network, and related computer systems and peripheral devices. Using effective communication, technical and analytical skills, support is provided by phone, email, and/or using a ticket management system.DUTIES & RESPONSIBILITIES

• Communicate comfortably to employees at all business levels in both French and English
• Handle telephone calls, e-mails, and other requests for support in a skilled and professional manner
• Administer and maintain user accounts, permissions, and access rights (Microsoft Intune, AD etc.)
• Set up all equipment, including hardware and software upgrades and provide ongoing support.
• Track, monitor and accurately document requests to timely resolution and follow up as needed.
• Utilize resources such as knowledge bases, help desk tools, and websites to provide solutions to end users.
• Identify and escalate priority incidents to next-level support and/or 3rd party vendors.
• Functional knowledge of current technologies, protocols, and standards
• Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company\'s operations

COMPETENCY REQUIREMENTS

• Communicates Effectively
• Continuous Learning
• Customer Focus
• Holds Self and Others Accountable
• Problem Solving and Innovation
• Teamwork and Collaboration
• Values and Respects Others

EDUCATION REQUIREMENTS

• Post-secondary education in a related field

WORK EXPERIENCE REQUIREMENTS

• 1-3 years of experience in a similar role
• Experience with IT ticketing systems

SKILLS, ABILITIES, AND OTHER REQUIREMENTS

• Must be able to speak, read and write in English and business French.
• Proficient in Windows Operating Systems and Microsoft Office applications.
• ITIL, A+, and Net+ or similar certifications would be an asset.

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

Black & McDonald