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City / Ville Mississauga
Province Ontario [ON]
Country / Pays Canada [CA]
Title / Titre Bilingual Service Desk Analyst
Job ID 13012
Position Overview The Service Desk Analyst (SDA) will work in a high volume environment supporting both internal and external customers. The SDA will provide incident, problem or request resolution for application and hardware incidents while working closely with our bilingual customers in our 24/7/365 environment.

This role is for an excellent communicator who excels in customer satisfaction and problem resolution.
Responsibilities • Respond to all inbound client communications including: alerts, emails, phone calls and chat. all inbound client phone calls and e-mails within set timeframe
• Support POS (Point of Sale) hardware and computer hardware (desktops/laptops)
• Provide technical support for various software applications including customer proprietary software programs
• Manage and maintain client specific Knowledge Databases
• Follow-up with end users on aged Incidents & Service Requests on at least a daily basis
• Respond to network, server and communication incidents
• Follow-up with end user to ensure satisfactory resolution of aged Incidents & Service Requests
• Accurately record all information regarding end user incidents or requests into an Incidents & Service Requests Tracking program
• Responding to client requests via phone, email and Internet portals Issue and/or resolve tickets as required
• Creating work orders in our Service Management system
• Dispatching or working with regional dispatchers to dispatch technicians to site
• Coordinating activities with other team members to ensure client needs are fulfilled in a timely and efficient manner while ensuring team objectives and client SLAs are met
• Providing an efficient and professional interface for all client queries
• Determining "next steps" for all client requests and initiating appropriate actions
• Assisting with technical updates as required to both management as well as the client
• Demonstrating multi-tasking and follow-up skills
• Complete tasks or special projects as assigned by supervisor(s)
Requirements • Fluently written and oral bilingual – French / English
• Ability to work on rotation shifts within a 24/7/365 environment
• Ability to troubleshoot various computer hardware and/or software issues
• Excellent written and verbal communication skills
• Previous Customer Service experience
• Ability to maintain composure under pressure
• Excellent time management skills
• Working knowledge of ITSM ITIL principles
• Ability to follow direction and meet deadlines as required
• Ability to work both independently (with minimal supervision) as well as part of a team environment
• Understanding knowledge of Windows Operating systems (XP or later)
• Previous Information Technology experience is considered an asset
• Previous Technical Support or Service Desk experience is considered an asset
Job Type Full-Time
Date Added 1/30/2013
Years Experience 4-7
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