Position: Service Desk Analyst – L1(French Bilingual)

Location: Remote in Canada Roles & Responsibilities

- Responds to user questions and inquiries via telephone, email, web and other communication methods
- Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
- Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
- Provides professional, courteous, prompt and accurate support and solutions to users. enterprise system software
- Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
- Properly documents problem ticket into on-line Help Desk System.
- Assists other IT technical staff in providing users feedbacks and user statistics.
- Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.

9.

Updates Help

Desk database information.

- Follows up and communicates ticket information to users when appropriate.
- Creates and administers new user accounts, passwords,



and privileges/rights as assigned and directed by system administrators.
- Assists with desktop and laptop imagining and installation as needed.
- Assists in the operations of enterprise systems as needed
- Create and updates user accounts creation as needed
- Follows help desk and departmental guidelines and operating procedures.
- Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge.

Technical

Skill

- Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)
- Very valuable knowledge on VPN concepts and working experience in VPN troubleshooting
- Working experience in Internet troubleshooting and wireless routers
- Knowledge on active directory, domain controllers and good exposure to active directory concepts
- Working experience in password reset tools and self
- Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)
- Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment Regards

Patrick Fernandez

Talent Acquisition Group - Strategic Recruitment Manager

📌 Service Desk Analyst –(French Bilingual) (Canada)
🏢 Themesoft
📍 Canada