Our client, the Bank of Canada has a 3 year contract opportunity for a Bilingual Service Desk Analyst.
Perform hardware installation, including monitors, cabling, peripherals, etc.
- Perform analysis and documentation of business and technical requirements
- Provide second-level investigation and diagnosis for hardware and software issues
- Install, move, or set up, and provide ongoing support and troubleshooting assistance to all clients regarding computers (desktop, laptop and/or peripherals), printers, office telephones and wireless devices such as cellphones
- Provide deskside support for calls that cannot be resolved over the telephone or via remote management
- Install and configure software
- Resolve uncommon client issues (second-level issue resolution); analyze, resolve and document local/remote user technical issues and service requests in a timely manner and in compliance with information technology (IT) service procedures, including complex hardware and software problems associated with desktop, laptop PCs and peripherals
- Provide technical problem-solving guidance and advice to clients
- Provide input in the creation and ongoing maintenance of a knowledge base on technical issues Deliver high-quality customer service to clients within service levels
- Provide knowledge transfer and support to Bank employees
Required Qualifications & Skills:
- University degree or college diploma in a technology-related field
- A minimum of four (4) years of recent demonstrated IT experience
- A minimum of three (3) years of recent demonstrated experience in second-level IT service desk support within an operations environment, including both remote and deskside technical support
- Demonstrated experience analyzing, troubleshooting, resolving, and documenting technical issues and service requests related to desktop and laptop systems, peripherals, and end-user software, in support of incident and problem management processes Demonstrated advanced Microsoft knowledge and experience in desktop and Office
The following will also be considered:
- Demonstrated experience using IT Service Management (ITSM) tools (e.g., ServiceNow) for incident, request, and asset management
- Demonstrated experience with IT service procedures, service level management, and knowledge management practices
- Demonstrated knowledge of network fundamentals to support end-user connectivity issues
Pay: $33.00-$37.00 per hour
Work Location: In person
