POSITION DESCRIPTION: SERVICE DESK ANALYST – BILINGUAL (ENGLISH/FRENCH)

The Service Desk Analyst provides daytime support for the client’s internal network, hardware, and application support for various client communities via phone, chat, and email. The support provided includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues, proprietary applications, mobile devices, and PC support. The successful candidate must possess strong written and verbal communication skills in both English and French.
About Buchanan Technologies
Since Buchanan’s inception over 30 years ago, we have operated on 5 core values – People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.

REQUIRED SKILLS:

• Strong fluency in both English and French (written and spoken) is required for this role
• Ability to demonstrate a solid understanding of basic network components and concepts
• Ability to provide support to end-users on a variety of topics including Windows and Mac Operating Systems, MS Office, printers, mobile devices, and email issues
• Self-motivated and professional with excellent written and verbal communication skills
• Strong problem-solving/analytical abilities
• Strong commitment to quality customer service
• Ability to work independently and follow directions and best practices
• Attention to detail and ability to multi-task while talking to customers
• Candidates must be able to work shifts, holidays, and weekends
• Previous call center, customer service, or technical support experience is an asset
• Technical training/certifications and/or the willingness to complete certifications is an asset
  Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to a diversity, equity, and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under the Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We comply with all federal and provincial regulations regarding non-discrimination and employment equity in every location where we operate.
  Job Types: Full-time, Permanent
  Pay: $36,608.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Work Location: Remot

• Respond to telephone calls, email and personal requests for technical support from internal business partners in a fast and friendly manner. The ability to explain technical situations to non-technical individuals is essential
• Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics
• Identify, research, and resolve technical problems. Escalate problems to other support teams when necessary for the resolution
• Document incidents/problems, troubleshooting steps are taken, and comments in a ticketing management system
• Work in a fast-paced environment, able to adapt to frequent change and be available to work a flexible schedule
• Work with diverse groups and individuals to set goals, establish priorities, and resolve issues