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Helpdesk Support
2 weeks ago
Helpdesk Support - Bilingual English/French
On behalf of our client in the Retail Sector, PROCOM is looking for a Helpdesk Support - Bilingual English/French.
Helpdesk Support - Bilingual English/French – Job Description
- Provide remote IT support for all incidents and requests for all Stores, Offices and Warehouses in a 24/7, fast-paced environment via standard contact channels (Phone, Email, etc.)
- Responsible for resolving all incidents and fulfilling all requests assigned within defined SLA
- Provide excellent customer service through technical support in a timely, efficient manner
- Execute the Incident Management Process including creating, managing and resolving incidents in the ITSM tool
- Communicate with staff and ensure that all are kept aware of the status of their incident and/or request
- Execute the communication protocol during major, critical and high-priority incidents
- Ensure that all incidents and requests meet quality standards
- Document all knowledge opportunities for the department and ensure accuracy of the knowledge base
- Maintain excellent relationships with support teams and vendors, ensuring Service Centre deliverables are complete
- Remain current on technology changes and all changes to Service Centre support
- Participate in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)
Helpdesk Support - Bilingual English/French – Mandatory Skills
- Post-Secondary Degree/Diploma in Technology related field
- Workweek 20 to 40 hours a week, depending on the demand
- 1-2 years of experience working in an Information Technology related position
- Bilingual (French & English) as a requirement
- Experience with troubleshooting principles, methodologies, and issue resolution techniques
- Ability to develop and interpret technical documentation
- Self-motivated and self-directed
- Ability to absorb new ideas and concepts quickly
- Good analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks
- Ability to meet high customer service standards
- Excellent communication skills (both oral and written)
- Ability to work independently within a team environment
- Experienced and broad knowledge of the Microsoft Desktop Technology stack (O/S, Productivity Suite, etc.)
Helpdesk Support - Bilingual English/French - Assignment Start Date
ASAP – 4 weeks to start
Helpdesk Support - Bilingual English/French - Assignment Location
Mississauga, ON - Work Hybrid
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