Bilingual Service Desk Analyst

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Bilingual Service Desk Analyst

Location: Ottawa
Job Code: SD-001
Number of Openings: 10

Position Description:

Frequently the first direct experience that the end-user has with Nova Networks is the Service Desk Analyst – the “voice” of Nova’s Service Delivery team. The Service Desk Analyst listens to the client end-user describe their problem and using their experience, knowledge, training and Nova’s tools and systems identifies the cause of the problem and works with the end-user to resolve it in a timely manner.

Our Bilingual Service Desk Analyst – are often those that end-users turn to when they have a looming deadline and their computing devices/applications are not functioning as expected. Your “cool” under pressure demeanor and confident, alert voice will go a long way in supporting the end-user as you work through the problem and resolving it; providing the end-user with the tools to meet their deadline.

Candidate Requirements:

  • Fluent in both French and English [reading, writing and spoken]
  • Experience providing superior end user application and desktop support
  • Experience with the latest (Microsoft products - Office suite applications, Windows 10 and 7 desktop, server and mobile operating systems, Active Directory, Exchange, … )
  • Administrative experience with mail services, networking and backup solutions
  • Administrative experience developing and maintaining comprehensive documentation
  • Excellent customer relations and communication skills
  • All new or rehired employees will be asked to undergo a security clearance and offers will be contingent upon completion of the security clearance.

Nice to Haves:

  • Experience with HEAT Service Management Help Desk software

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