Bilingual (French/english) IT Helpdesk Agent- L1

Overview:
At Kingspan, our future success is based on the quality of our people, who's expertise and motivation have helped ensure that we remain at the forefront of the construction materials manufacturing industry. In joining Kingspan you become an important part of a growing organization with a reputation for innovative design and use of technology, technical expertise, product quality, service excellence, and dedication to sustainability.

**_ Ready to be part of our team?_**

**_ We are looking for a Bi-lingual (Fluent French and English) IT Helpdesk Agent in our Caledon, Oakville or Burlington territory_**

**Summary**: The Helpdesk Agent will provide telephone and remote support to end users on a variety of technical issues. The individual will respond to and address all support desk enquiries and provide technical support, track and monitor issues in accordance with the Kingspan NA current internal end user Service Level Agreement to ensure a timely resolution. The Helpdesk agent will troubleshoot computer problems, perform hardware and software diagnostics and will implement or coordinate needed repairs over the phone or through remote communications. They will also document user's support issues through our internal tracking system which includes opening, updating, escalating, resolving and closing support tickets. The agent will occasionally be required to handle other projects and tasks as required by management.

**Responsibilities**:
**Essential Duties**:
The Helpdesk Agent will troubleshoot computer problems, perform hardware and software diagnostics and will implement or coordinate needed repairs via phone, chat or other communications platform.
- Receive incoming support calls from Kingspan Americas staff and provide first level technical support.
- They will provide support to all on and offsite personal to ensure that their IT systems are working effectively.
- They will establish and maintain user accounts, profiles, file sharing, basic access privileges and desktop level security.
- They will assist in the documentation of all desktop support processes and procedures to ensure there is a guide to all processes and update these as and when necessary.
- They will also perform general IT administration as and when required.
- Provide help with all ad hoc projects and administrative tasks when necessary.

Qualifications:
**Education/Experience**:

- 1-3 years’ experience in Helpdesk Support.
- ** Must speak and Read French and English Fluently.**:

- Be experienced in supporting desktop operating systems such as Windows 7/8/10.
- Proficient in mobile technology e.g. IOS and Android devices.
- Experience providing phone and remote support for users.
- Excellent communication and customer relations & interpersonal skills.
- Ability to work independently and in a team environment.
- Ability to maintain a high level of confidentiality.

**Other Skills and Requirements**:

- Excellent communication and customer relations & interpersonal skills.
- Good to excellent spelling, grammar, and written communication skills.
- Ability to work independently and in a team environment.
- Ability to maintain a high level of confidentiality.

**Physical Demands**:

- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Exert up to 20 lbs. of force occasionally, and/or up-to 10 lbs. of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Employment Disclaimer:
**Kingspan is an Equal Opportunity Employer