Bilingual Service Desk Representative
3 days ago
Our Service Desk Representatives consistently deliver high-quality, first-level technical support to end users via voice, email, chat and the use of remote access software. They meet all quality SLAs such as first-call resolution, handle time and documentation.
If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you enjoy working in an engaging and rewarding work environment, contact us today.
Pathway offers industry-leading compensation and outstanding opportunities for growth and learning.
Scope of work
Technical support of equipment, systems and applications, such as:
- Microsoft desktop and server operating systems;
- Desktop applications; email and browsers; printers, fax, VPN clients;
- Site communication and connectivity equipment such as routers;
Duties
Inbound technical support duties:
- Fulfill service requests for assets and services (part replacements, on-site repairs).
- Use prescribed SOPs, scripts and tools to troubleshoot and resolve problems with hardware, software, applications and services.
- Dispatch Field Technicians and follow-up on field and site related issues.
- Document and update all interactions in a state-of-the-art ITSM
- Escalate incidents and problems to Level 2 teams (and vendors) if/as required.
- Meet all performance standards for quality, work volume and productivity.
- Provide technical assistance, guidance, and support to end-users experiencing issues with applications, services, or equipment.
- Diagnose and resolve technical problems and challenges reported by staff, often over the phone, via email, or through online chat.
- Log and manage support requests or service tickets, track the progress of customer issues, and ensure timely resolution.
Requirements
Education and training
A degree or diploma in IT and extensive hands-on technical call center experience would be an advantage.
Knowledge, experience
- Three years’ past experience in a technology contact center or IT service desk preferred;
- Hands on level 1 trouble shooting of Windows operating systems, desktop applications and devices;
- Use of ITSMs (ticketing systems)
- Fluent command of French and English
- Able to follow and use scripts and prescribed operating procedures.
- Excellent customer service, oral and written communications skills
- Analytical and problem-solving skills to deal with technical problems.
- Must be willing to work in variable, rotating shifts including evenings, weekends and public holidays.
- CPIC clearance and strict adherence to PCI standards
How to apply
Apply with your resume, with details of relevant education, and certifications.
The Pathway Group is an equal opportunity employer and is committed to providing equal treatment to all persons without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color or ethnic origin.
We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from recruiters or recruitment firms.
Disclaimer:Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job. Pathway Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code.
Job Type: Full-time
Location: On-site in Markham
#J-18808-Ljbffr
-
Bilingual Service Desk Representative
3 weeks ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced Bilingual (French and English) Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our client’s...
-
Bilingual Service Desk Representative
1 week ago
Markham, Canada Pathway Communications] Full timeJob Description:Job Description Pathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced Bilingual (French and English) Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7...
-
Bilingual Service Desk Representative
4 weeks ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced Technical Service Desk Representatives who are fluent in French and English to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to...
-
Bilingual Service Desk Representative
1 week ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English Technical Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our client’s end-users. If...
-
Bilingual Service Desk Representative
7 days ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English Technical Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our client’s end-users. If...
-
Bilingual Service Desk Representative
5 days ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English Technical Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our client’s end-users. If...
-
Bilingual Service Desk Representative
5 days ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English Technical Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our client’s end-users. If...
-
Bilingual Service Desk Representative
2 weeks ago
Markham, Ontario, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English Technical Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our client's end-users.If you...
-
Business Desk Representative
4 weeks ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English and bilingual Business Desk Representatives to join its growing team in Markham, Ontario, and Montreal. If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you...
-
Business Desk Representative
2 weeks ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English and bilingual Business Desk Representatives to join its growing team in Markham, Ontario, and Montreal. If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you...
-
Service Desk Representative
3 weeks ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English Technical Service Desk Representatives to join its growing team in Markham. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to our client’s end-users. If...
-
Business Desk Representative
2 weeks ago
Markham, Ontario, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English and bilingual Business Desk Representatives to join its growing team in Markham, Ontario, and Montreal.If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you...
-
Business Desk Representative
2 weeks ago
Markham, Ontario, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English and bilingual Business Desk Representatives to join its growing team in Markham, Ontario, and Montreal.If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you...
-
Bilingual Service Desk Analyst
3 weeks ago
Markham, Canada Black & McDonald Limited Full timeABOUT THIS CAREER OPPORTUNITY Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly...
-
Bilingual Service Desk Analyst
4 weeks ago
Markham, Canada Black & McDonald Limited Full timeABOUT THIS CAREER OPPORTUNITY Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the...
-
Bilingual Service Desk Analyst
4 weeks ago
Markham, Canada Black & McDonald Limited Full timeABOUT THIS CAREER OPPORTUNITY Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the...
-
Bilingual Service Desk Analyst
2 weeks ago
Markham, Ontario, Canada Black & McDonald Limited Full timeABOUT THIS CAREER OPPORTUNITYBlack & McDonald's Corporate Service Group is growing If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the...
-
Service Desk Analyst
3 weeks ago
Markham, Canada BGIS Full time**Who We Are** **We are looking to have a full-time bilingual (French/English) Service Desk Analyst to join our team! This position will involve working hybrid from our head office in Markham, ON** **SUMMARY** **KEY DUTIES & RESPONSIBILITIES** - Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve...
-
Bilingual Service Desk Analyst
4 weeks ago
Markham, Canada Black & McDonald Full timeABOUT THIS CAREER OPPORTUNITY Black & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to...
-
Service Desk Representative
3 weeks ago
Markham, Canada Pathway Communications Full timePathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced Service Desk Representatives to join its growing team in Markham. If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you enjoy working in an engaging and rewarding work...
