Technical Analyst, Service Desk (Bilingual)
About The Position
As a Technical Analyst, you’ll be the first point of contact for IT support, helping resolve customer issues quickly and effectively across multiple channels. You’ll diagnose and troubleshoot technical problems, communicate solutions clearly to both technical and non-technical users, and take ownership of incidents from initiation through to resolution or escalation. You’ll contribute to a high-performing Service Desk team by maintaining accurate documentation, improving knowledge base content, and following ITIL-aligned practices. Your work will directly impact the employee experience by ensuring reliable, timely technology support.
Requirements
- A certificate, diploma or degree in computer science, engineering, mathematics or a related field, or an equivalent combination of education and experience
- 2–4 years of customer support or service desk experience
- Ability to work flexible or rotating shifts to support Service Desk operations
- Intermediate proficiency in both official languages (English and French) needed
- Strong analytical and troubleshooting skills
- Working knowledge of common operating systems, software, and business applications
- Basic understanding of computer hardware and peripherals
- Familiarity with ITIL processes and service management tools
- Experience using and contributing to knowledge base documentation
- Strong attention to detail, especially in documentation and process adherence
- A friendly, customer-focused mindset with strong communication skills
Nice To Haves
- Experience supporting enterprise applications and business systems
- A valid driver’s license and ability to travel occasionally
- Ability to work independently while contributing to a high-performing team
- Willingness to learn new tools, systems and technologies
- Ability to prioritise work and manage multiple requests in a fast-paced environment
Responsibilities
- Provide IT support through phone, email, chat and in‑person interactions, supporting a coast‑to‑coast Service Desk during business hours
- Investigate, analyse and resolve service desk incidents and service requests
- Troubleshoot a wide range of first-level IT issues across systems, applications and devices
- Monitor and support day-to-day technologies and services
- Escalate issues when required based on troubleshooting and documentation
- Maintain accurate ticket documentation, including updates, actions and next steps
- Develop and update knowledge base articles and documentation for common issues
- Collaborate with internal teams to ensure efficient resolution and service delivery
- Support onsite technology needs, including equipment setup, moves and basic hardware troubleshooting
- Assist with asset handling and inventory tracking where required (20–40 lbs)
Benefits
- Competitive total rewards packages
- market-aligned and performance-based salary and incentive programs
- flexible and comprehensive group benefit and savings plans
- well-being support through benefits and wellness programs
- Learning and development opportunities
- Hybrid work options
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
