Bilingual Service Desk Analyst - Jobs in Waterloo, ON

Job Description

Company DescriptionOTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a/an:Bilingual Service Desk Analyst (Hybrid and remote options available)Job DescriptionWhat you will do:

• Interviews user to collect information and investigates the source of incident(s). Reviews actions taken by user, assesses cause of incident, whether it is related to hardware, software, cabling or telephones, and resolves the incident, escalating all other incidents to third level technicians as required.
• Identifies, researches, isolates and escalates incidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.
• Responds to, evaluates and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Commits to timelines and acts as a liaison between information technology services and users.
• Prioritizes user incidents / problems and distributes workload to other technical staff as required.
• Uses a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.
• Reviews existing documents to analyze and identify inefficiencies and make recommendations to processes and procedures.
• Works closely with system owners to produce effective documents.
• Ensuring all tickets are adequately documented on closure.
• Ensures that documentation and knowledge bases are kept up-to-date and maintained as an effective tool for design, support and troubleshooting.
• Recommends improvement in processes and procedures.
• Perform support for the following:
  • Access to create user accounts in AD
  • Access to file share to grant file permissions
  • Exchange Account Creation
  • File restore from back up (Veeam)
  • First level UCB (Knowledge to expand)
  • SharePoint management
  • ODIS management
  • Packages to push out in SCCM
  • VDI creation
  • WINS job server restart services.
  • Lab configuration and management
• Analyzes and evaluates incident reports and offers recommendations to users and management to reduce help line incident rates.
• Consults with technical staff and provides information regarding recurring software, hardware and user-related incidents or issues.
• Liaises with software and hardware vendors, requesting and tracking service as required.
• Sorts, labels and catalogues to maintain files, disks, program licenses and materials.
• Maintains quality of service and keeps information confidential to protect operations.

QualificationsWhat you will bring:

• A minimum of three years’ experience as a service desk technician or a related technical field, including experience creating technical documentation on service desk processes and metrics.
• An advanced knowledge of personal computer and Microsoft Office systems including O365.
• A demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner.
• A demonstrated ability to effectively communicate technical subject matter to users.
• Superior time management and organizational skills to manage competing priorities, including project management skills.
• A college diploma in computer science or a related subject.
• Current experience in writing technical articles and procedures.
• MCSE and ITIL designations or working towards completion.
• A general knowledge of network management.
• A basic knowledge of LAN and WAN.
• The ability to communicate in English and French.

We also consider your potential. If you know you have what it takes to do the job but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.Additional InformationWhat we offer:

• Competitive salary and bonus structure
• Industry-leading employer-paid group benefits that start on your first day
• Defined benefit pension plan
• 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
• Flexible work from home and hybrid options
• Opportunities for advancement

If you are interested in this opportunity, please apply online.OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.#LI-HybridQuick Apply

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