Bilingual Service Desk Specialist (Contract) Contract Full Time

VTRAC Consulting Corporation

“Intelligent Resources”

Thank you for applying to VTRAC opportunities. Please e-mail your resume as a MS-WORD document in confidence Subject: Service Desk Analyst ; JOB: ; Attention:  paris@vtrac.com

Job ID:                                   

Title:                                     Bilingual (F/E) Service Desk Analyst

Type:                                    2 year Contract

No. of Positions:                1

Location:                             GTA

Organization:

• A work environment built on teamwork, flexibility and respect
• Health and dental benefits effective immediately.
• Great company culture-Respect for people and continuous improvement is at our core

Description

We have an exciting opportunity for an individual who is has strong customer service skills and is solutions oriented. The selected candidate will provide 1^st and 2^nd level technical Desktop support to users through incident management by phone, email and walk-ups. This individual will be responsible for review technical offerings/processes/applications as it relates to dealership technical infrastructure and processes and make recommendations for enhancement. The successful candidate will focus on planning, implementation and supporting in house applications.

Responsibilities:

• Provide technical end-user support needs via phone and e-mail.
• Perform desk-side visits when required to address incidents
• Track all incident management and request management activities through the case management system(ServiceNow)
• Installs, configures and troubleshoots desktops/laptops/thin client workstations
• Perform routine maintenance and repairs on muti-function printers and escalate non-routine activities to printer vendors.
• Participate in and support “first call” resolution objectives
• Create, modify and disable user and computer accounts as required[primary accounts include: Active Directory, Mainframe, Lotus Notes]
• Recognize trends and fault patterns and escalate potential incidents to the Service Desk Team Lead.
• Identify and improve system processes to comply with annual Kaizen [Continuous Improvement objectives]
• Assist in the creation of business cases for Dealer Technology projects
• Assist in the planning and organization of business meetings
• Creation of graphs, charts, reports and spreadsheets using Excel software
• Assist in development of business process documentation and updating related materials
• Maintain a high level of awareness in technology and industry trends.
• Ensure Dealer Technology IT Blueprint is current and up to date.
• Provide Level 1 technical support to Dealer Network.

Must Have:

• Bilingual (French and English) mandatory
• Strong customer focus and orientation required, including the ability to deal with customers in a calm and professional manor.
• Strong PC troubleshooting skills, including experience in solving both hardware and software application issues.
• Prior Helpdesk/Call Centre experience
• Strong teamwork ethic.
• Education Requirement: College Diploma and/or University Degree in Computer Science or equivalent work-related experience
• Knowledge of retail automotive/Dealership IT and Internet Technology concepts.
• Advanced use of ITIL based case management tracking systems [ticketing tools] an asset.
• Minimum 3 years related work experience.
• Excellent written/oral/presentation skills.
• Independent, proactive self-starter.
• Intermediate knowledge of Office 365, imaging tools such as MDT or SCCM
• Knowledge of SCCM packaging and scripting is an asset

We thank all candidates in advance. Only selected candidates for interviews will be contacted. For other exciting opportunities, please visit us at www.vtrac.com. VTRAC is an equal opportunity employer.

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