Help Desk Level 2

3 days ago

MontrealQuebec City, Canada nugget Full time $40,000 - $80,000 per year
 

This role is in office for the 1st 2-3 months while training.  After that it moves to a weekly rotation every 3-4 weeks.
 

Responsibilities/Duties: 

  • Serve as the first point of contact for clients seeking assistance over the phone or email.

  • 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

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