Remote - Bilingual IT Service Desk/Help Desk Call Center Support Agent
CompuCom Systems Inc
Mississauga, ON
2d ago

Overview

Remote- Bilingual French AND English, IT Service Desk Agent- Level 1

Come join a growing global company that has a laid-back culture, values your skills, focuses on growing your career, and promotes work-life balance.

We offer competitive pay and full benefits. The is a remote role with the potential to become hybrid in the future.

Our Bilingual IT Service Desk / Help Desk Call Center Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries.

They are the first point of contact for all technical support service requests. These are requests for support for technical / IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.

This position is open to applications from all provinces including : Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan and Yukon.

What We Need & What You'll Do (Responsibilities)

What You’ll Do

  • Diagnose and troubleshoot end user desktop application issues and provides appropriate solution
  • Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
  • Provides case status updates to management and end-users per service level guidelines
  • Support and maintain effective relationships with users
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
  • Provide support for PCs, laptops, printers, cell phones, and tablets etc.
  • Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  • Who You Are (Qualifications)

    What You’ll Need

  • Ability to speak both French and English conversationally is MANDATORY
  • Ability to talk and type accurately at least 30 wpm
  • Sound understanding of customer support, operations, and processes
  • Able to communicate effectively in English & French both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
  • Nice to Have

  • Basic knowledge of ITIL
  • Basic understanding of Service Desk metrics / SLA’s
  • Minimum of 1-year experience working in an IT Service Desk / Inbound Call Center environment preferred
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
  • Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
  • Certification in relevant IT products / technologies a plus
  • Perks

  • Partnering with some of North America’s top leading brands
  • Exposure to diverse IT environment
  • Internal growth opportunities
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