Bilingual Service Desk Analyst - Toronto, Canada - Swoon

Description

Swoon's Real Estate client is in search for a Bilingual Service Desk Analyst

6 months contract - with possible full time.

Hybrid - 3 days in the office

Job Responsibilities:

• Provide initial point of contact and resolve customer issues promptly.
• Escalate unresolved queries to higher tiers of support when necessary.
• Support end users with mobile, telephony, desktop/laptop, standard productivity applications, peripherals, and other computing devices.
• Assist with desk and office moves, including physical relocation of IT assets.
• Offer on-call support as required.

Productivity & Collaboration

• Deploy productivity and collaboration tools across the organization.
• Develop and maintain standardized desktop and laptop images and configurations for different user groups.
• Install, repair, and maintain end user software and hardware.
• Troubleshoot and escalate software, hardware, and network issues.
• Conduct follow-ups on service requests and problem tickets.
• Create and update documentation to ensure consistency and efficiency in processes (e.g., quick reference cards, FAQs).
• Monitor and report on desktop/laptop issue resolution, change implementation, and performance.
• Perform other duties as assigned.

Qualifications

• 2-5 years of experience in a Service Desk role role.
• Strong technical background with a customer service focus.
• Excellent interpersonal skills adaptable to various user skill levels.
• Ability to manage multiple high-priority tasks in a fast-paced technical environment.
• Knowledgeable in information systems hardware, software, connectivity, and database management.
• Flexible work schedule availability.
• Strong analytical and organizational abilities.
• Business-minded with a focus on cost-effective solutions.
• Bilingual proficiency in English and French (both written and verbal).