Help Desk Specialist

Help Desk Technician

Kanata Research Park | Kanata | ON | Onsite

Summary

Must be bilingual: English & French (written, read & spoken)

As a Bilingual Help Desk Support Technician, you will provide L1 support, answer help desk telephones and various methods of inquiries (Email, SST, Web, Chat, etc..) for multiple accounts and responds to all customer inquiries to ensure customer needs are met.

What you will do:

• Assist customers in resolving all technical problems by providing troubleshooting guidance regarding software and hardware problems.
• Resolve and/or refer more complex technical problems through a defined escalation process.
• Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
• Log and track inquiries using a problem management database and maintains history records and related problem documentation.
• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.

Who you are / Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• One or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer-related problems
• Experience working with company escalation policy
• Will require 24hr shift work including weekends (rotating shifts)

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Strong communications skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Leadership skills to mentor and provide guidance to less experienced personnel
• Ability to work individually as well as in a Team Environment, Work Environment, Office environment.

Work environment:

• Will require 24 hr shift work including weekends (rotating shifts).