Bilingual Applications Help Desk Technician
5 days ago
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**JOB** **RESPONSIBILITIES**
**Help Desk Management**
- Manages business issues and challenges of the two Help Desk organizations (HMIS Help Desk and Sales Applications Help Desk), industry, and works to identify solutions.
- Identifies Help Desk Team's strengths and weaknesses and suggests areas of improvement to business processes along with possible solutions.
- Reviews Help Desk business processes and makes recommendations and proposed solutions as necessary.
- Ensures the two Help Desk teams identify, track, report on issues captured in HEAT tickets and are resolved in a timely manner.
- Works with field management and Corporate Office teams to identify required changes to the Help Desk teams’ processes.
- Communicates needed changes to Help Desk teams.
- Works directly with the two Help Desk supervisors on a daily basis to ensure customers are getting the proper support.
- Responds to caller complaints and inquiries as needed.
- Responds to urgent issues on the weekends as necessary by getting the right teams involved.
- Works with the Director of HMIS Support to create budgets for the two Help Desk teams.
**Staff Management**
- Ensures teams have the proper licenses and equipment necessary to perform their jobs including licenses to record calls, a knowledge base, customer service training, etc.
- Ensures new Help Desk team members are trained and helps with onboarding.
- Constructively address issues and provides tangible and appropriate feedback to staff.
- Establish pay, recommend pay increases, and career advancements.
**MINIMUM** **Requirements**
**Education**
- High school diploma or equivalent
- Bachelor’s degree in Management Information Systems or related discipline preferred
**Experience**
- Four (4) years of experience managing a Help Desk/Call Center or a related field
- Experience managing and motivating associates
**Knowledge, Skills and Abilities**
- Ability to work weekends as needed
- Ability to develop creative solutions to problems
- Demonstrated ability to seek alternatives, new ideas, and/or approaches to problems
- Good communication skills
- Ability to motivate others and provide innovative solutions for team improvement
- Demonstrated advanced proficiency with the Microsoft Office Suite 2016 (especially with Project and Visio)
- Must be fluent in English and French
**Work CONDITIONS**
When considering the work hours associated with this job, the following factors may apply:
**Work Environment**
- Work indoors and outdoors during all seasons and weather conditions
- Limited amount of local and/or multiple location traveling required
- Professional Dress is required when in contact with families.
**Work Postures**
- Frequent, continuous periods of time standing, up 6 hours per day
- Sitting continuously for many hours per day, up to 6 hours per day
- Climbing stairs to access buildings frequently
**Physical Demands**
- Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
**Work Hours**
- Working beyond “standard” hours as the need arises
- Travel up to 20%
Postal Code: H3V 1E7
Category (Portal Searching): Information Technology
Job Location: CA-QC - Montreal
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