Level 2 Help Desk Bilingual (French & English

General Profile

The Production Services Analyst will provide support to end users on a variety of issues. This includes identifying, researching, and resolving technical problems, and responding to telephone calls, emails, service and personnel requests for technical support. In addition, the incumbent will track and monitor issues and ensure a timely resolution. The candidate must have knowledge of commonly used concepts, practices, and procedures within a system support environment.

Responsibilities/Duties

• Work with Technical Support Groups to diagnose and resolve problems and issues as required.
• Dispatch appropriate resources for facilities related requests.
• Dispatch technical service for software and hardware problems.
• Follow-up with clients to ensure resolution is complete and timely.
• Serve as the first point of contact for clients seeking assistance over the phone or email.
• Prioritize problems, escalate High Priority requests.
• Create and assign incident and service request tickets
• Facilitate Incident Management
• Provide desktop support (configuration of laptops and desktops)
• Manage equipment shipments
• Develop an understanding of the business environment and maintain technical knowledge.

Minimum Requirements

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

or

• Experience working in an outsourced services and co-location environment an asset.
• Experience working with Incident, Problem and Change management.
• Experience supporting all Windows Clients, MS Office Products is required.
• College Diploma and 3 to 5 years of Service Desk work experience.
• Dedication to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.
• Experience in supporting client server; terminal emulators and host-based systems.
• Ability to effectively translate technical information and procedures to end-users.
• 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.
• Troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions.
• Bilingual (English/French) communication skills
• Experience using Service Desk for Ticketing Incidents and Documenting of Service Calls.
• Knowledge of TCP/IP, Ethernet.
• Able to remain productive in time-sensitive and fast-paced environment.

Other

• Must be prepared to operate in a fast-paced, challenging work environment.
• May be required to work out of normal hours, both weeknights and weekends.