Reference #: TC2018076
Location: Mississauga
Type: Sub-contract

Donna Cona Inc. is currently seeking a bilingual Service Desk Analyst, for one of our key clients.  The successful candidate shall possess a strong client-centric focus with a keen eye for problem solving. This candidate must have a willingness to work a flexible schedule to accommodate deadlines, including limited travel with on-call duties as required.

The following is mandatory:

  • Relevant post-secondary education or certifications in insurance or computer science;
  • Minimum 12 months’ experience in a service desk role with a focus on providing superior customer service;
  • Bilingualism in French & English both written and verbal;
  • Flexible and adaptable to working additional hours and/or overtime as needed;

The following describes some of the duties of the position:

  • Monitor, investigate, answer and log internal application issues and service requests;
  • Impart business knowledge to assist and support our client’s internal customers on day-to-day system issues;
  • Maintain incident management ticket queues and adhere to SLA’s by setting priorities and resolving technical issues;
  • Work with internal service providers to identify and resolve system-related issues;
  • Triage end user support issues and actively work with other teams within the Information Systems team to resolve in a timely manner;
  • Develop and maintain documentation relating to the support process and procedures within the IS department;
  • Record, update and track all User ID setup requests for internal software application: modifications, terminations, password resets, including QA and external customer requests;
  • Review and update process documents and User templates on a regular basis to reflect current information and processes;
  • Answer support calls and participate in an afterhours on-call rotation schedule;
  • Provide remote assistance to all of our client’s Canadian locations;
  • Develop and maintain good working relationships with user community with a focus on providing best-in-class support services;
  • Assist with internal communications regarding system-related issues;
  • Liaise with other internal departments as required; and
  • Other projects as assigned by Management.
  • To apply for this position please complete the form below.
  • Please note that these must be in one document, and can be in .docx, .doc, .pdf or .rtf formats