Help Desk Agent

4 days ago


Ottawa Ontario, Ottawa region, Canada Altis Recruitment Full time

We are looking for a skilled and bilingual IT Support Specialist who holds or is eligible for a reliability security clearance. This position offers the flexibility to work remotely, with occasional visits to our client's office in Ottawa. The successful candidate will provide 24-hour support on a rotating shift between 11pm - 7am and 7am - 11pm, Monday to Friday.


Location: Remote with occasional office visits in Ottawa. Must be able to go onsite 4 times a week during training.

Contract: 12 months


Salary: $21-22/hour (based on experience)



Responsibilities:

- Handle inbound customer calls, resolving IT problems, incidents, issues, and queries

- Collaborate with support teams and product teams for timely issue resolution

- Maintain accurate documentation and ensure proper incident management processes are followed

- Prioritize customer service and understand customer business needs

- Actively seek opportunities for knowledge and skill improvement

- Support 20-30 contacts per day with scheduling and handling time subject to shift variations


Requirements:

- Minimum 1 year of customer service experience

- College/university education or equivalent work experience

- Fluency in both English and French is essential, with French as the primary language

- Eligible for or in the process of obtaining a reliability security clearance

- Ability to go into the client's office in Ottawa twice a month



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