Bilingual Service Desk Support Agents

Our client is seeking two (2) Bilingual Service Desk Support Agents. This is a six (6) month, contract position scheduled to start in December.

Key Responsibilities

The successful candidate will be responsible for:

• Creating incident ticket(s) within the ticket management system;

• Documenting employee questions, concerns, or issues with technical applications;

• Assisting employees with resolving technical questions or concerns;

• Transferring unresolved tickets to other teams for further support and resolution;

• Maintaining Service Level Agreements (SLA) for resolving tickets; and,

• Following up with employees to ensure technical questions or concerns are resolved.

Skills and Qualifications

The qualified candidate must have:

• High School education, College diploma, IT related certification is considered an asset;

• Ability to communicate verbally and written in both English & French;

• Positive and clear communication skills;

• Excellent professional customer service skills;

• One to three (1-3) years of experience within a call center/ support center role;

• Proven ability to effectively troubleshoot technical issues related to hardware, software, and or configuration issues;

• Proven ability to follow process, policies, guidelines and procedures;

• Ability to be diligent with written documentation;

• Ability to diagnose complex technical issues to reach sustainable solution;

• Ability to effectively communicate with technical and non-technical callers

• Proven ability to function in a fast pace environment; and,

• Exposure to ITIL service management practice (an asset).

We thank you for your application, however, only those candidates selected for an interview will be contacted. Candidates must be Canadian Citizen or hold a Permanent Residence Status. If you are interested in applying, create a candidate profile and send us your Resume and Cover Letter.