IT Helpdesk & Support Analyst (Bi-lingual)

Company Description

Infoya is a global IT consulting and services organization. We collaborate with visionary leaders to achieve outsized business impact by providing innovative solutions and exploring cutting-edge technologies. We work hand-in-hand with our clients to facilitate transformative change, guiding them through strategic shifts in technology, processes, and culture. Our goal is to solve the problems that our clients face, leveraging our expertise and experience to deliver practical, effective solutions that drive tangible results. 

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 end-users 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 user's 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. 

Its a Hybrid role for GTA candidates, and Remote for candidates outside GTA.

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 end-users.
• They provide remote or on-site support, troubleshoot hardware and software problems, and guide users through steps to resolve issues.
• Escalate complex or unresolved issues to higher-level 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 day-to-day 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 health-checks of the system and reporting the results. 
•  Working within a flexible schedule that may include being "on-call". 
•  Ability to prioritize issues with Business to provide solutions.

Qualifications: 

• Have relevant experience of 4+yrs.
• 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.

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.