Bilingual Help Desk Support X2

Job Title: Help Desk Support X2

Duration: 3 months

Location: Montreal

Hours:   7:00am to 6:00pm           

 

JOB DESCRIPTION:

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.

Prerequisite:

Must be fluent in English and French.

Minimum 2 years IT service desk experience in North America only.