Level 2 Help Desk Bilingual

2 weeks ago

Mississauga, Canada nugget.ai Full time

**General Profile**:
**Responsibilities/Duties**:

- Provide desktop support (configuration of laptops and desktops)
- Manage equipment shipments
- Create and assign incident and service request tickets
- Work with Technical Support Groups to diagnose and resolve problems and issues as required.
- Prioritize problems, escalate High Priority requests.
- Follow-up with clients to ensure resolution is complete and timely.
- Develop an understanding of the business environment and maintain technical knowledge.
- Dispatch appropriate resources for facilities related requests.
- Dispatch technical service for software and hardware problems.
- Facilitate Incident Management

**Minimum Requirements**:

- University degree and 2 to 3 years of Help Desk work experience.

or
- College Diploma and 3 to 5 years of Service Desk work experience.
- Experience supporting all Windows Clients, MS Office Products is required.
- Knowledge of TCP/IP, Ethernet.
- Experience working with Incident, Problem and Change management.
- Experience using Service Desk for Ticketing Incidents and Documenting of Service Calls.
- Experience in supporting client server; terminal emulators and host-based systems.
- Experience working in an outsourced services and co-location environment an asset.
- Ability to effectively translate technical information and procedures to end-users.
- Troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions.
- Dedication to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.
- Excellent interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals.
- Excellent written and verbal communication skills are required.
- Able to remain productive in time-sensitive and fast-paced environment.
- Bilingual (English/French) communication skills

**Other**
- May be required to work out of normal hours, both weeknights and weekends.
- Must be prepared to operate in a fast-paced, challenging work environment.

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