Bilingual Help Desk - French / English.
The Help Desk Analyst provides troubleshooting and technical support via phone, web based tools and email.He or she provides voice based and remote technical support to end users for all standard desktop issues and responds to queries.
The Help Desk Analyst will run diagnostic programs, isolates problems, determine and implement solutions. He or she must be also be able to demonstrate capability to achieve results under pressure in a fast paced client driven environment and have the ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
What You'll Do
IT Service Desk - provides first level technical support through phone, email and chat support (if applicable)
Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
And Active Directory, and Exchange preferred
Communicates with customers at all levels of technical and non-technical skills sets
Support for PCs, laptops, printers, cell phones, and tablets etc.
Support end users in their use of applications such as Microsoft Office, VPN, Citrix, ect
What You'll Need
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 a 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