Bilingual Help Desk Associate

Our client, a leader in the manufacturing food industry is looking for a talented bilingual help desk associate to join their team

Role and Responsibilities :

• Provide exceptional customer service and support to internal partners onsite and remotely via phone and / or e-mail communication including
• Hardware and software issues related to personal computers, printers, phone systems and portable devices
• Create and modify user accounts
• Assign security access
• IS orientation for new associates by means of a standard operating procedure.
• Track, manage and resolve requests through resolution or escalation using through the ticketing system
• Analyze tickets weekly and monthly to identify trends and provide solutions to resolve issues identified.
• Provide accurate information on IT products or services
• Support the creation of regular communication updates highlighting new processes and helpful hints
• Install and configuring new systems and hardware

Knowledge and Experience : Degree or diploma from a post-secondary program in Computer Science, Technology Infrastructure, IT Communications, Computer Systems Technician or other relevant programsExcellent computer skills and strong knowledge of Microsoft Windows 10 and Microsoft Office 365 productsMinimum of 2 years of customer service experience in a support position (helpdesk or equivalent).

Ability to communicate clearly and effectively (written and verbal) to persons with various levels of technical ability and experienceFrench language skills considered and important asset.

Positive and enthusiastic individual who is able to work independently.Demonstrate strong organizational skills and attention to detailWork on multiple tasks simultaneously with regular interruptionsComplete tasks effectively within a reasonable amount of timeFollow and apply specific IT policiesProactively acknowledge when there is a problem