Job Title: Bilingual Help Desk Support X3
Duration: 4 months
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. 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.
Completely fluent in English and French is a must-have and non-negotiable. Candidates must be able to interview in either language. NOTE: Bilingual Checklist (attached below) MUST be submitted with each resume. This is a requirement for the role. MUST-HAVES: – 1-3 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 – 3-5 years prior customer service, call center or help desk experience is required. Prerequisite: Must be fluent in English and French. Who will the incumbent report too (title)? Vassilios Billy Beldecas | ITIL v.3 Team Leader | North American Service Desk End User Support | Global Infrastructure Services Is there any OT required? No, but it can happen but very rare. Is a standard work week for your team 37.5 or 40 hours per week? 37.5 Is there a possibility of extension or converting to FTE? Yes Is working from home permitted, and if so, how frequently? No When do you plan to start interviewing? immediately Why is this position available? Back-fill What can you tell us about the project(s) this role will be supporting? no projects just answering IT service desk calls for the internal customers. Do you have any planned upcoming vacation and if so, will someone be working on the posting in your absence? no