Bilingual Help Desk Analyst

Contract Duration: 6 months

Extension: Yes, possibility of extension

FTE: Possible (based on performance + vacancy)

Business group: CS&S Technical Support Help Desk

Summary:

The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Candidate Value Proposition:

The successful candidate will have the opportunity to work hybrid where they are only asked out come in 2x a month. Team provides wide range of support and opportunity for growth.

Typical Day in Role:

- Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower - high complexity level

- Troubleshooting customer concerns over inbound phone calls

- Enter commands and observe system functioning to verify correct operations and detect errors.

- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Must Haves:

• Fluent English/French - Mandatory (no exceptions)

• 1-2 Years Customer Service Experience

• 1-3 years of browser troubleshooting practices

• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

Nice to Have

- Previous Help Desk or Contact Center experience

-Technical Help Desk Experience

Soft Skills:

• Strong Verbal and written communication skills,

• problem solving skills,

•customer service

• empathy, finesse and interpersonal skills.

•High ability to work independently and manage one’s time.