AVIT Support Specialist providing technical support for classrooms and event spaces at Wilfrid Laurier University. Responsible for 2nd and 3rd level support, training, and project coordination.
FS
Bilingual Help Desk Analyst, French/English
Posted 3 months ago
About the role
- Help Desk Analyst providing support for technical issues in IT services for legal and professional service firms. Troubleshooting customer inquiries via various communication channels.
Responsibilities
- Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues.
- Deliver support via phone, email, and chat.
- Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier.
- Leverage screen-sharing and remote-control tools to validate, gather, and assess the reported problem.
- Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams.
- Maintain consistent, reliable attendance.
Requirements
- High school diploma or equivalent required.
- Clear, professional communication—strong verbal, written, and accurate typing skills.
- Reliable team player who collaborates effectively in a group setting.
- Consistently professional with colleagues and end users; remains composed in a fast-paced, sometimes stressful situations.
- High initiative and follow-through; strong critical thinking; manages multiple priorities in a detail-oriented, high-volume environment and makes decisions based on research.
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