Job Title : Help Desk Support
Duration: 6 Months
Prerequisite: Must be fluent in English and French. Minimum 2 years IT service desk experience in North America only. Please make sure candidates are tested in both languages and that there is no heavy accent on either language, clients need to clearly understand the analysts over the phone.
Responsible for providing first level support for all end-users.
Enter tickets into Help Desk ticket tracking system.
Diagnose and resolve level 1 problems in the areas of hardware, software, applications, and operating system.
Provide telephone assistance to all levels of staff.
Keep users informed as to the status of open calls, per established procedures.
Escalate complex problems to second level support as directed by process and clients.
Reset passwords when appropriate.
Log and track emails ticket request.
Log and track Service Now incident and request tickets.
Ensure service calls from customers are addressed accurately and in a timely fashion, with emphasis on customer care.
Issue company service bulletins regarding software and hardware outages.
Ensure Cross-company requests tracked and acted on per procedure.
MUST-HAVES: – Minimum 2 yrs experience in a similar position is required – Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies – Ability to multi-task, prioritize and work under pressure – Be willing to work flexible hours when appropriate – Excellent customer service, verbal and written communication skills are a must – minimum 2 years IT service desk experience only is required.