Bilingual Service Desk Analyst

About Us

CCCG is looking for an experienced Bilingual IT Service Desk Analyst. The main responsibilities for this role will be to provide technical support for associates via phone and the self-service portal and accurately, with an emphasis on resolving issues and recording a detailed description of any issues raised.

Who we are

As Canada's largest automobile association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

What you will do:
•    Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident, and problem escalation.
•    Identify, investigate, and resolve PC, Laptop, Mobile Device and Printer problems.
•    Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity, and data recovery.
•    Educate users on how to use systems and applications more efficiently.
•    Document and maintain Service Desk procedures.
•    Various projects as assigned by Management.
•    Work rotational weekend and evening shifts as required.

Who you are:
•    Post-Secondary education or Diploma in computer science or Information Technology
•    A minimum of two years’ experience within a customer service-oriented Information Technology environment including in-depth experience in providing technical support and quality customer service 
•    Strong written and oral communication skills
•    Excellent time management, analytical and problem-solving skills
•    Ability to work effectively and productively within a team environment.
•    Knowledge of ticketing management systems
•    Knowledge of PC, laptop, iPhone and printer hardware and software
•    Proficient in MS Office 365 (Outlook, Excel, Word, Power Point)
•    Experience with Windows 10 desktop operating systems remote diagnostic and problem resolution

•    Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident &Problem Management and Change Management)
•    Available to work varied shifts within a 24/7 environment.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

As an organization we are focused on Member safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.