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Bilingual Help Desk Support

September 26, 2018 by

Role: Bilingual Help Desk Support

Location: Montreal

Duration: 5 Months

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.
     

Additional comments

COMMUNICATION SKILLS: Completely fluent in English and French is a must-have and non-negotiable. Candidates must be able to interview in either language.

 

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.

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ABOUT NEXUS SYSTEMS GROUP

Nexus is one of North America’s leaders in the provision of technology staff augmentation and strategic resource consulting. With a team of talented professionals using best of breed methodologies, Nexus consistently over delivers with quick, quality and trusted results to its clients and consultants.

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