Help Desk Level 2 - Hybrid - Montreal (English and French)

This role is in office for the 1st 2-3 months while training. After that it moves to a weekly rotation every 3-4 weeks.

Responsibilities/Duties:

• Serve as the first point of contact for clients seeking assistance over the phone or email.

• Provide desktop support (configuration of laptops and desktops)

• Manage equipment shipments

• Create and assign incident and service request tickets

• Work with Technical Support Groups to diagnose and resolve problems and issues as required.

• Prioritize problems, escalate High Priority requests.

• Follow-up with clients to ensure resolution is complete and timely.

• Develop an understanding of the business environment and maintain technical knowledge.

• Dispatch appropriate resources for facilities related requests.

• Dispatch technical service for software and hardware problems.

• Facilitate Incident Management

Minimum Requirements:

• University degree and 2 to 3 years of Help Desk work experience.

or

• College Diploma and 3 to 5 years of Service Desk work experience.

• Experience supporting all Windows Clients, MS Office Products is required.

• Knowledge of TCP/IP, Ethernet.

• Experience working with Incident, Problem and Change management.

• Experience using Service Desk for Ticketing Incidents and Documenting of Service Calls.

• Experience in supporting client server; terminal emulators and host-based systems.

• Experience working in an outsourced services and co-location environment an asset.

• Ability to effectively translate technical information and procedures to end-users.

• Troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions.

• Dedication to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.

• Excellent interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals.

• Excellent written and verbal communication skills are required.

• Able to remain productive in time-sensitive and fast-paced environment.

• Bilingual (English/French) communication skills