IT Helpdesk Support Analyst Bilingual
IT Helpdesk Support Analyst Bilingual
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Job Description
IT Helpdesk & Support Analyst (Bilingual)
Job Description
The IT Helpdesk & Support Analyst is responsible for resolving SAP ERP application issues in a timely and professional manner. They serve as the primary point of contact for endusers encountering issues or seeking assistance. They respond to inquiries provide guidance and ensure that users receive prompt and accurate support. They communicate technical information in a clear and understandable manner regardless of the users technical expertise.
The IT Helpdesk & Support Analyst takes direction from the Senior IT Helpdesk & Support Analysts. They have strong communication skills ensure that the solution will be effectively delivered to the customer.
Responsibilities
- Enabling end user success with the ERP solutions by providing effective and timely application functional support.
- Helpdesk Analysts are responsible for diagnosing and resolving technical issues reported by endusers.
- They provide remote or onsite support troubleshoot hardware and software problems and guide users through steps to resolve issues.
- Escalate complex or unresolved issues to higherlevel support teams.
- Maintaining a high level of user satisfaction in all aspects of application functional support delivery.
- Interlocking with other parts of the business to maintain the daytoday performance of the ERP system and to provide strategic input for the evolution of the ERP solution.
- Documenting investigations best practices and solutions to benefit future investigations.
- Document and report to Business on all outstanding issues.
- Identifying enhancements to processes or operations that would improve the efficiency of the team.
- Working directly with users of the SAP ERP system to provide application functional support with a focus on SAP.
- Performing regular proactive healthchecks of the system and reporting the results.
- Working within a flexible schedule that may include being "oncall".
- Ability to prioritize issues with Business to provide solutions.
Requirements
Qualifications:
- Have relevant experience of 4yrs.
- Relevant work experience with SAP implementations or support preferably in the Services/Retail industry will be considered a plus.
- Bilingual (English/French) will be considered an asset.
- Demonstrated teamwork experience is a must.
- Exceptional verbal and written communication skills.
- Business Analysis experience is essential.
- Familiarity with support area for problem escalation is essential.
- Strong motivation and team building skills are desired
- University/College degree in a related area of study or equivalent experience.
- Excellent customer service written and verbal communication skills.
Benefits
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work with a diverse and talented team.
- Professional development and growth opportunities.
- A dynamic and collaborative work environment.
- Hybrid work options.
Qualifications Bachelor s degree and 5 years of Business Analyst/ Business System Analyst experience Balance of technical knowledge and business acumen Hands on with JIRA, Confluence and Visio Knowledge of JAVA, Restful API, SOAP is a plus Experience of working closely with stakeholders including Technical Architects, Development Leads, Developers, Quality Analysts etc Proactive, self-starter with excellent project management skills and ability to manage multiple tasks effectively Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment Established background in launching software or services in partnership with engineering teams and high degree of proficiency in prototyping, iterative development, understanding of Agile principles. High degree of organization, individual initiative, and personal accountability Proven track record of delivering data driven solutions with a customer-first mindset Key Success Factors: Analytical thinker Decision-maker Problem-solver
Employment Type
Full Time
