Helpdesk Specialist

3 weeks ago

Québec, Quebec, Canada Momentum Financial Services Group_new Full time
Job Title: Helpdesk Agent

Momentum Financial Services Group_new is seeking a highly skilled and experienced Helpdesk Agent to join our team. As a Helpdesk Agent, you will be responsible for providing exceptional customer service and technical support to our corporate and retail users.

Key Responsibilities:
  • Provide high levels of support to corporate and retail users, ensuring that all customer requests and issues are handled in a timely and professional manner.
  • Handle high volumes of chats, emails, and phone calls, resolving customer issues and providing technical assistance.
  • Collaborate with IT teams and SMEs to troubleshoot and resolve technical and functional issues.
  • Assist with building knowledge-based solutions and document reported issues and activities in ITSM systems.
  • Provide updates to help desk managers and maintain records of customer interactions for knowledge base articles.
  • Support mobility devices, network hardware, and software applications, including Microsoft 365 and Office 365.
  • Manage and maintain desktop images, troubleshoot corporate desktop hardware and software, and provide software and hardware support to retail locations.
  • Escalate complex or urgent issues to relevant IT teams and coordinate with other departments to resolve issues.
Requirements:
  • Associate or bachelor's degree in software engineering, computer science, IT, computer engineering, or similar education or work experience.
  • Minimum of two years in a Helpdesk/Service desk, IT Service Delivery, or Desktop Support role.
  • ITIL certification and/or relevant industry certifications preferred.
  • Experience with customer-facing IT systems, complex back-office integrations, and deployment tools (SCCM, PDQ, Altiris, etc.).
  • Proficient in configuring and managing devices to ensure smooth network operations, troubleshooting various types of network hardware, and knowledge of SDWAN (Software Defined WAN).
  • Excellent communication and problem-solving skills, with the ability to articulate complex technical information into simple-to-understand terms.
  • French language skills are a plus, and proficiency in the English language is required.
What We Offer:

Momentum Financial Services Group_new offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply for this exciting opportunity.

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