Request ID : 93400-1
Job Title : Technical Support - Help Desk - Proficient
Work Location : Montreal
What are the hours of work : 37.5hours / week (Full-time)
Length of contract : 1 Year (with chance of extension)
Department : Technology and Operations
Our Banking client is looking for a Jr. Bilingual Helpdesk Support Analyst to provide L1 support for Windows, mobile, printers and remote access / RSA 93400-1
Daily Responsibilities :
Customer Service :
Demonstrate thorough effective listening to identify customer technical needs, provide technical assistance and appropriate solutions through the effective use of Knowledge Base and escalation procedures.
Ensure client’s queries and concerns are resolved in a prompt, helpful and professional manner.
Ensures timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate.
Demonstrate commitment to first call resolution by taking ownership and accountability of reported incidents as first point of contact to put clients first when collaborating as partners.
Technical Support :
Ability to troubleshoot technical issues dealing with computer hardware, software, mobile devices, remote access, printers, and telephony while ensuring proper documentation for each issue and resolutions via Service Desk ticketing tools for tracking, escalations, Call Back Purposes.
Installs computer operating systems and applications, assisting with user specifications for hardware (mobile devices & personal printers) and software, and providing one-on-one training when necessary.
Demonstrate effective call handling by achieving talk time goals, other not ready modes, post call processing, monitoring / readiness for incoming calls, first call resolution, customer satisfaction, and prompt / detailed documentation.
Ability of multitasking technical troubleshooting, documentation via ticketing tool, sharing important information with peers when larger issues are detected, and monitoring open incidents.
Must Have Skills :
2+ years and more as a Bilingual Helpdesk Support Analyst working in IT support and / or Service Desk support with the expertise of support over the phone.
A+ or ITIL certified
Strong understanding of the following :
Windows 7 and 10
Microsoft office suite 2013 +
Mobile device platform ( / ios / android )
Nice to Have Skills :
Help Desk / Entry Level Help Desk Operator 2 - 4 years Please describe your experience as a Helpdesk Support analyst providing support over the phone (2 - 4 years)
Please describe your experience supporting IP telephony, RSA, providing remote access (2 - 4 years)
Please describe your experience with Windows 7 and 10, ServiceNow, MS office suite, Printers (2 - 4 years)