Helpdesk Support - Bilingual English/French
On behalf of our client in the Retail Sector, PROCOM is looking for a Helpdesk Support - Bilingual English/French.
Helpdesk Support - Bilingual English/French – Job Description
Provide remote IT support for all incidents and requests for all Stores, Offices and Warehouses in a 24/7, fast-paced environment via standard contact channels (Phone, Email, etc.)
Responsible for resolving all incidents and fulfilling all requests assigned within defined SLA
Provide excellent customer service through technical support in a timely, efficient manner
Execute the Incident Management Process including creating, managing and resolving incidents in the ITSM tool
Communicate with staff and ensure that all are kept aware of the status of their incident and/or request
Execute the communication protocol during major, critical and high-priority incidents
Ensure that all incidents and requests meet quality standards
Document all knowledge opportunities for the department and ensure accuracy of the knowledge base
Maintain excellent relationships with support teams and vendors, ensuring Service Centre deliverables are complete
Remain current on technology changes and all changes to Service Centre support
Participate in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)
Helpdesk Support - Bilingual English/French – Mandatory Skills
Post-Secondary Degree/Diploma in Technology related field
Workweek 20 to 40 hours a week, depending on the demand
1-2 years of experience working in an Information Technology related position
Bilingual (French & English) as a requirement
Experience with troubleshooting principles, methodologies, and issue resolution techniques
Ability to develop and interpret technical documentation
Self-motivated and self-directed
Ability to absorb new ideas and concepts quickly
Good analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks
Ability to meet high customer service standards
Excellent communication skills (both oral and written)
Ability to work independently within a team environment
Experienced and broad knowledge of the Microsoft Desktop Technology stack (O/S, Productivity Suite, etc.)
Helpdesk Support - Bilingual English/French - Assignment Start Date
ASAP – 4 weeks to start
Helpdesk Support - Bilingual English/French - Assignment Location
Mississauga, ON - Work Hybrid
Helpdesk Support - Bilingual English/French • Mississauga, Ontario, Canada
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