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Bilingual Service Desk Analyst - Concord, ON

Concord, ON, CA

CRH Canada

Job ID:  163159 

Work Type:  Full Time Permanent 


It is a great time to join the CRH Canada team! CRH Canada is going through an exciting business transformation which demands first-class Talent Management support to drive results.

We are building a world- class team. Make your mark!

You will be a successful addition to our team if you look at change as an opportunity to develop and contribute to the business. You will be successful in your role if you like partnering with the business, presenting new ideas and providing excellent customer service.

CRH Canada is one of Canada's largest vertically integrated building materials and construction companies. With 3,000 employees, CRH Canada manufactures cement, aggregates and ready-mix concrete and provides construction services to Canada's largest infrastructure projects. It has a portfolio of brands, including Dufferin in Ontario and Western Canada and Demix in Quebec and Atlantic Canada.

We are a member of CRH plc, a global building materials company with a strong track record of performance and a clear commitment to safety and ethical business practices. CRH’s family of businesses generated nearly EUR26.8 billion in sales in 2018, with a balanced product portfolio serving the full spectrum of the building materials industry. The company employs more than 90,000 people in 32 countries around the world.

We are seeking Bilingual Service Desk Analyst 1 is to provide first level support by troubleshooting, diagnosing and resolving IT incidents and Service Requests. In addition, the Tier 1 Analyst will answer and resolve Service Desk calls and follow documented procedures on break / fix or supporting an application with CRH. The Analyst will gather and analyze information about the user’s issue to resolve their problem or complete their service request providing the best possible customer experience. The Tier 1 Analyst is the first point of contact at the Service Desk and will escalate to Tier II when applicable.

  • Effectively handles individual software, hardware and connectivity problems and service requests from call-in through resolution, practicing total contact ownership.
  • Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone and E-mail queues.
  • Identifies problems, troubleshoots and provides 1st level technical support for customers for the following: Windows 7 and 10, Office 2010 through 2016, Office 365, IE9 and above, Hardware/Software conflicts, remote support via remote control tool, VPN connectivity and/or administration, Network connectivity.
  • Troubleshooting mobile devices such as iPhone, iPad, Android Handheld connectivity and synchronization, among other devices
  • Escalates and coordinates with 2nd level support to resolve problems if necessary.
  • Assists peers with troubleshooting, service desk processes and procedures.
  • Maintains ticket queues by actively communicating with customers and peers.
  • Responsible for meeting Service Desk Service Level Agreement and metrics.
  • Other duties as assigned

Experience & Educational Requirements:

  • Associates degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role a plus
  • 2+ years of experience handling customer technical support calls preferred
  • Strong Customer Service Skills required
  • Experience with IOS and Android OS required
  • Knowledge of Windows 7 and 10, Office 2010/2013/2016 Suite, Mobile devices, VPN, and Networking - Proxy Settings, Routers, Internet Modems, Ethernet
  • A+ preferred
  • ITIL Foundations and HDI certification a plus

Position Dimensions:

  • Must be able to communicate well (verbal and written)
  • Ability to effectively explain technical information to people with less technical knowledge.
  • Ability to troubleshoot and solve problems independently by effectively leveraging provided tools.
  • Ability to work individually and in a team environment
  • Ability to effectively communicate with people with a wide range of skills, experience, cultures and capabilities

Position Requirements:

  • Sitting for extended periods of time.
  • The position may require work outside of normal business.
  • Must have the ability to manage multiple tasks in a fast paced environment
  • Flexible and willing to work outside core business hours as required
  • Some Weekends
  • Some Holidays

Why work for us?

  • Based in Concord, with affiliates in Montreal, Western Canada, the US, Ireland, and throughout Europe your growth potential is limitless!
  • Work with a team of dedicated professionals who have both public and private experience and are there to support your professional growth!
  • Potential to turn into a full-time position!



Visit our website for more information: http://www.crhcanada.com

CRH Canada Group Inc. recognizes Canada’s diverse landscape. Accommodation is available upon request for applicants with disabilities throughout the recruitment and selection process.

Date Posted: 

Job Segment: Outside Sales, Technical Support, Sales, Technology