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Bilingual Service Desk Analyst

Procom Consultants Group Ltd

This is a Contract position in Vaughan, ON posted August 1, 2022.

Bilingual Service Desk Analyst: Procom KW is seeking a Bilingual Network and Systems Administrator for a permanent role with one of our clients in the insurance sector.

Bilingual Service Desk Analyst Responsibilities As a member of the client’s Technology Enablement team, your responsibilities will include: Interviews user to collect information and investigates the source of incident(s).

Reviews actions taken by user, assesses cause of incident, whether it is related to hardware, software, cabling or telephones, and resolves the incident, escalating all other incidents to third level technicians as required.

Identifies, researches, isolates and escalates incidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.

Responds to, evaluates and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Commits to timelines and acts as a liaison between information technology services and users.

Prioritizes user incidents / problems and distributes workload to other technical staff as required.

Uses a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.

Reviews existing documents to analyze and identify inefficiencies and make recommendations to processes and procedures.

Works closely with system owners to produce effective documents.

Ensuring all tickets are adequately documented on closure.

Ensures that documentation and knowledge bases are kept up-to-date and maintained as an effective tool for design, support and troubleshooting.

Recommends improvement in processes and procedures.

Perform support for the following: Access to create user accounts in AD Access to file share to grant file permissions Exchange Account Creation File restore from back up (Veeam) First level UCB (Knowledge to expand) SharePoint management ODIS management Packages to push out in SCCM VDI creation WINS job server restart services.

Lab configuration and management Analyzes and evaluates incident reports and offers recommendations to users and management to reduce help line incident rates.

Consults with technical staff and provides information regarding recurring software, hardware and user-related incidents or issues.

Liaises with software and hardware vendors, requesting and tracking service as required.

Sorts, labels and catalogues to maintain files, disks, program licenses and materials.

Maintains quality of service and keeps information confidential to protect operations.

Bilingual Service Desk Analyst Must Have Skills A minimum of three years’ experience as a service desk technician or a related technical field, including experience creating technical documentation on service desk processes and metrics.

An advanced knowledge of personal computer and Microsoft Office systems including O365 A demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner A demonstrated ability to effectively communicate technical subject matter to users Superior time management and organizational skills to manage competing priorities, including project management skills A college diploma in computer science or a related subject Current experience in writing technical articles and procedures MCSE and ITIL designations or working towards completion A general knowledge of network management.

A basic knowledge of LAN and WAN The ability to communicate in English and French.

Bilingual Service Desk Analyst Start Date Immediately Bilingual Service Desk Analyst Location Hybrid or Virtual