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Bilingual Service Desk Representative

3 weeks ago

Montréal, Canada Insight Enterprises, Inc. Full time

**Requisition Number**:89699**

**Managed Services - Bilingual Service Desk Representative**:
**Overview**:
As part of the Insight Canada team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.

Insight Canada is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our Teammates have access to the latest and greatest technologies in performing their daily activities. In addition, we offer an attractive compensation program and a comprehensive benefits package which includes Dental, Health Care, Vision, Short/Long Term Disability, Accidental Death and Dismemberment, Life Insurance, and Travel coverage.

**Core Responsibilities**:
**Support**:

- Troubleshoot and resolve issues in customer environments
- Communicate with customers, teammates, and management
- Provide thorough ticket updates
- Coordinate with vendors to repair or replace hardware
- Monitor customer environments and infrastructure
- Respond to alerts and action or escalate as required

**Operations**:

- Respond to all customer requests in a timely and professional manner
- Instruct end users in the appropriate use of equipment, software and/or reference materials
- Assist with all aspects of technical support, including on-site visits, as needed
- Data entry (management of data), accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols
- Research/troubleshoot issues using the tools available
- Navigate internal/external reference support materials
- Proactively follow up on all open issues
- Work closely with other teammates to identify and suggest resolutions and improvements
- Other duties as assigned

**Qualifications**:

- Bilingual French and English communication skills, verbal and written, are required
- 2-year Associate Degree (related field) or equivalent experience required
- Must have a minimum of one year helpdesk experience in a corporate environment
- Must have a comprehensive knowledge of computer hardware/software concepts
- Must have ability to diagnose and resolve moderately complex system hardware, software, network, and operator issues
- Must have ability to read, analyze, and interpret general business/professional journals, technical procedures, or regulations
- Microsoft Certified Systems Engineer (MCSE) or similar certifications preferred
- ITIL v3/v4 Foundations Certification(s) preferred
- Ability to write reports and/or business correspondence
- Ability to effectively present information and respond to questions from groups of managers, customers, and other teammates
- Must have excellent customer service and interpersonal communication skills
- Must have the ability to work in a team environment and present a professional image
- Must be able to multi-task and be flexible with assigned work schedule

**About Insight**

Insight’s success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people’s lives. Harmony to celebrate each other’s unique contributions to bring solutions to clients.

Insight Canada is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our teammates have access to the latest and greatest technologies in performing their daily activities.

Here’s a little about us, and why we’re top choice of prospective employees in the Canadian IT Solutions industry:

- Global technology provider of IT hardware, software and service solutions
- Fortune 500 company founded in 1988
- 11, 000 + teammates worldwide, operating in 22 countries
- Montreal’s Top Employer (2020 & 2021)
- $8.3 billion in revenue in 2020
- Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
- 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
- Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
- Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance
- We offer an amazing flex benefits plan, RRSP matching, paid time off for volunteering, paid sick days, paid vacations, and much m