Bilingual Help Desk Analyst

Description

What is the role?

The Bilingual Help Desk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of variety of software and hardware technologies via phone to end users. The incumbent will take the lead role in Help Desk projects in relation to system updates and the communication of process changes. They will also assist with training of new team members on policies and procedures.

What will you do?

• Receive calls from end-users (all store, warehouse and head office users), assisting and troubleshooting as necessary for POS and head office business systems support to ensure normal ongoing operations of systems across the company.
• Maintain and track Requests/Tickets using the call tracking software.
• Test new releases of POS software (Microsoft Dynamics Navision – LS Retail).