Bilingual Service Desk Analyst

Who We Are

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You’ll Do:

The Bilingual Service Desk Analyst is responsible for the analysis of current service desk processes and the documentation of these processes. Other responsibilities include handling incoming requests from system users for technological assistance by assessing problems and assigning tasks to appropriate technical staff.

Reporting to the Service Desk Assistant Manager, the core parts of your role will be to: 

• Interview user to collect information and investigates the source of incident(s). Review actions taken by user, assess cause of incident, whether it is related to hardware, software, cabling or telephones, and resolve the incident, escalating all other incidents to third level technicians as required. 

• Identify, research, isolate and escalate 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.  

• Respond to, evaluate and prioritize incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 

• Commit to timelines and act as a liaison between information technology services and users. 

• Prioritize user incidents / problems and distributes workload to other technical staff as required. 

• Use a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.  

• Review existing documents to analyze and identify inefficiencies and make recommendations to processes and procedures. 

• Work closely with system owners to produce effective documents. 

• Ensure all tickets are adequately documented on closure. 

• Ensure that documentation and knowledge bases are kept up-to-date and maintained as an effective tool for design, support and troubleshooting.  

• Recommend improvement in processes and procedures. 

• Perform support for the following: Access to create and modify user accounts in Microsoft Entra, Access to file shares to grant file permissions, Exchange Account Creation, File restore from back up, first level UCB (Knowledge to expand, SharePoint management, Intune knowledge, M365 knowledge 

• Analyze and evaluate incident reports and offers recommendations to users and management to reduce help line incident rates. 

• Consult with technical staff and provides information regarding recurring software, hardware and user-related incidents or issues. 

• Liaise with software and hardware vendors, requesting and tracking service as required. 

• Sort, label and catalogue to maintain files, disks, program licenses and materials. 

• Maintain quality of service and keeps information confidential to protect operations. 

• Perform other duties within competence, as assigned. 

Let’s Talk About You: 

This is the unique blend of skills and experience we would love to see in an ideal candidate:

• 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.

• Advanced knowledge of personal computers and Microsoft Office systems including M365.

• The demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner.

• The demonstrated ability to effectively communicate technical subject matter to users.

• Superior time management and organizational skills to manage competing priorities, including project management skills.

• College diploma in computer science or a related subject.

• Current experience in writing technical articles and procedures.

• AZ-900, Net + and ITIL designations or working towards completion.

• General knowledge of network management.

• Basic knowledge of LAN and WAN.

• Must be bilingual in French and English. 

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.

Some of the Perks We Offer:

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let’s work together! 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 endeavor 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-Hybrid