IT Helpdesk

IT Helpdesk/Technical Support

Location Address: Scarborough - 2 weeks training onsite and then Hybrid work model (4 days onsite per month)

Contract Duration: 1 year

Possibility of extension: Yes

Conversion to FTE: Based on performance + vacancy

Business group:

CS&S Technical Support Help Desk - Main function - provide technical support assistance to Small Business/Commercial/Private Banking clients with digital cash management services /online banking with focus on first call resolution and customer care excellence.

Responsibilities

• Inbound Technical Support Help Desk

• Entry level position, which serves as a prerequisite for other roles within the Bank.

• The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower - high complexity level

• Troubleshooting customer concerns over inbound phone calls

• Enter commands and observe system functioning to verify correct operations and detect errors.

• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Candidate Requirements/Must Have Skills:

1) Fluent English/French- Mandatory (no exceptions, bilingual and fluency in both required)

2) 2+ Years Customer Service Experience

3) 1-3 years of browser troubleshooting practices

4) Demonstrated knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

Nice to Have

1) Previous Help Desk or Contact Center experience

2) Technical Help Desk Experience

Soft Skills Required:

• Strong verbal and written communication skills.

• Quick learner, reliable and punctual

• Ability to work well under pressure

• Result and customer focus.

• Driven with a high-performance mindset.

• Empathetic and professional

Education:

• College/University degree preferred

Best VS. Average Candidate:

Strong technical helpdesk experience with strong language proficiency.