Bilingual IT Service Desk/Help Desk Call Center Support Agent

Job title: Bilingual IT Service Desk/Help Desk Call Center Support Agent

Company: CompuCom

Job description: Come join a growing global company that has a laid-back culture, values your skills, focuses on growing your career, and promotes work-life balance. We offer competitive pay and full benefits and would love to have you on the CompuCom team in our office in Montreal, QC.

Our Bilingual IT Service Desk/Help Desk Call Center Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.

Responsibilities

• Diagnose and troubleshoot end user desktop application issues and provides appropriate solution
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides case status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management

Required Qualifications

• **MUST be conversationally fluent in French and English**
• 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
• Active Directory, and Exchange experience required
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Certification in relevant IT products/technologies a plus
• Focus on providing exceptional customer service
• Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to type while in involved in a conversation, at least 30 WPM
• Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook
• AA degree or technical training preferred or equivalent combination of education and experience
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results under pressure in a fast paced client driven environment

What We Need & What You’ll Do (Responsibilities)

What You’ll Do

The Help Desk Analyst provides troubleshooting and technical support via phone, web-based tools, and email. He or she provides voice-based and remote technical support to end users for all standard desktop issues and responds to queries. The Help Desk Analyst will run diagnostic programs, isolates problems, determine and implement solutions. He or she must also be able to demonstrate the capability to achieve results under pressure in a fast-paced client-driven environment and have the ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.

• IT Service Desk – provides first level technical support through phone, email and chat support (if applicable)

• Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory and Exchange preferred
• Communicates with customers at all levels of technical and non-technical skills sets
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, VPN, Citrix…etc

Who You Are (Qualifications)

What You’ll Need

• Ability to speak both French and English conversationally is a MUST HAVE
• Ability to talk and type accurately at least 30 wpm
• Sound understanding of customer support, operations, and processes
• Able to communicate effectively in English & French both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Nice to Have

• Basic knowledge of ITIL
• Basic understanding of Service Desk metrics/SLA’s
• Minimum of 1-year experience working in an IT Service Desk/Inbound Call Center environment – preferred
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
• Certification in relevant IT products/technologies a plus

Perks

• Partnering with some of North America’s top leading brands
• Exposure to diverse IT environment
• Internal growth opportunities
• Free coffee and tea
• Free parking

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Expected salary:

Location: Montreal, QC

Job date: Sat, 23 Jan 2021 23:00:11 GMT