Bilingual Service Desk Analyst - Toronto, Canada - Swoon

Swoon Toronto, Canada

1 month ago

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Real Estate

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).

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