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Location

Canada | United States

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Job description

Specific tools/skillset:

• Bilingual (French/English) required
• Experience: 1-2 years of experience in a diverse technology and customer service-focused role
• Education: completion of a post-secondary degree or equivalent (e.g. non-specialized bachelor degree or business-related community college diploma)
• Ability to converse in French is required
• Good understanding and working knowledge of network protocols
• Solid knowledge and demonstrated experience using desktop products and operating systems
• Excellent communication and customer service skills
• Good problem solving skills
• Adaptive to change and able to manage stress
• Team Player

Role profile description:

Responding to contacts from Service Desk customers and support teams

• Responsible for Phone, email, Self-serve (thru Service Now) intake, Technical Support and Non-Technical Urgent Incident support. It is the First Level Support and targets First Contact resolution.
• Performing classification, initial support, investigation, and diagnosis of incidents

Resolving incidents or assign to appropriate second level teams

Contributing technical content and departmental procedures to the Service Desk knowledge base

Participating in process improvement opportunities

Maintaining timely awareness of current initiatives, rollouts, and changes to the technical environment

Working a variety of shifts.

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Job tags

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Salary