Title: Help Desk – Bilingual – 29202-1
Start/End Dates: 1/2/2019 – 7/1/2019
Work Location: SCARBOROUGH

Job Description: Working hours:

Saturday (09:00 – 21:00)

Sunday (09:00 – 21:00)

Thursday (12:00 – 21:00)

Friday (12:30 – 21:00)

Dress Code: smart casual

Training will be Monday to Friday, during business hours.

GROUP/PROJECT INFO:

Monitor Client's ATM’s across Canada. Uses the monitoring tool to see what ATM’s are having issues right now.

CULTURE:

• Very collaborative team environment

EVP (Employee Value proposition):

• Great stepping stone to enter the bank.

RESPONSIBILITIES INCLUDE (but are not limited to):

• Deal with non-technical Client's branch staff and 3rd party vendors (NCR, armoured car companies etc.) for ATM network.

• Monitoring for failures and addressing issues in a timely manner.

• Identify and solve problems using existing tools.

• Document all problems.

• Interface with both internal and external support groups.

• There are currently 10 people on the team and they handle 250-300+ calls per day (inbound and outbound).

• They adhere to very strict SLAs so the person must be able to efficiently resolve issues.

• 100% phone and email contact. Monitoring system is Vision, with Remedy as backend.

TOP SKILLS / EXPERIENCE:

• Bilingual (french and English)

• 2-4 years of Customer service experience – Excellent customer skills over the phone and must be able to operate in a fast-paced team environment.

NICE TO HAVE SKILLS/EXPERIENCE:

• **Strong knowledge of ATM machines would be a strong asset • Experienced in Help Desk environments, technical support and following processes.

• Knowledge of monitoring products like ViaTIL, SCOM and Vision would be very helpful but is not required.

SOFT SKILLS:

• Tearm oriented, multi task, can work independently • Process oriented

EDUCATION/CERTIFICATIONS:

College/ University Diploma