Bilingual Help Desk Analyst

  • Permanent
  • Toronto
  • Posted 1 week ago

VTRAC Consulting Corporation

Thank you for applying to VTRAC opportunities. Please e-mail your resume as a MS-WORD document in confidence Subject: Bilingual Help Desk Analyst, position number: 8359, Attention: or call:

Position No.:                     8359

Title:                                    Bilingual Help Desk Analyst

Type:                                  Permanent

No. of Positions:              1

Location:                            Toronto, ON


The IT Service Desk Analyst is responsible for providing technical assistance and end-user support related to computer systems, hardware, network and applications. The Service Desk Analyst will manage and resolve incoming phone calls, emails, and tickets received while maintaining the highest degree of professionalism and customer service.


  • Prioritize and manage incidents, service requests and emails and other day to day tasks
  • Configure, install, maintain, and troubleshoot desktop issues related to hardware, software and peripherals.
  • Log, track and document service desk request problem-solving process and actions taken through to final resolution
  • Manage user accounts and permissions, setup email accounts and network shared folders
  • Identify recurring problems, and provide necessary workarounds, fixes, and resolutions
  • Assist with maintaining Incident and End User Request Management process
  • Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
  • Perform other duties as assigned within the scope of the position
  • Provide incident routing and escalation to other teams within the organization
  • Maintain responsibility for off hours support (24/7) on a rotating schedule
  • Occasional participation in project/assignment work may be required
  • Log incidents and service requests using Service Desk Ticketing system
  • Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
  • Monitor call volumes and queue wait times to ensure customers are being serviced at the earliest possible time. Prioritizes urgency to ensure business impact is minimized.
  • Complete special projects including user acceptance testing, knowledge base updates and training of new representatives to document and identify further updates or training requirements.
  • Respond to Team Leader requests for priority issues and provides resolutions accordingly to minimize impact on the business.


  • Excellent customer service, communication and analytical skills
  • Three to five years of experience in a Service Desk environment, or equivalent training and education
  • Minimum of 3-5 years of technical support experience in Windows environments
  • Basic knowledge of networking, cabling, LAN technologies, NICs in order to troubleshoot connectivity issues
  • Ability to work well in a team environment
  • Experience with service desk software (LANDesk) an asset
  • Problem identification and root cause analysis
  • Ability to organize and prioritize work in a fast-paced, changing environment
  • Strong analytical, communication, and customer interfacing skills
  • Work well in a busy team, being quick to learn and able to deal with a wide range of issue
  • Strong communication and customer service skills
  • Be Inquisitive and analytical, always looking for things that can lead to systems outages
  • Be flexible, creative and resourceful, able to “connect the dots”
  • Licenses and/or Professional Accreditation : A + / Network +
  • Bilingual (English/French)
  • Community college diploma or equivalent training (e.g. RPA, CET)

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

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