BILINGUAL HELPDESK ANALYST – CONTRACT TO HIRE
LOCATION : Greater Toronto Area, Ontario
Bilingual Help Desk Analyst
*Use telephone effectively to gather data and resolve problems
* Effectively communicate orally and in writing technical information to technical and non-
technical audiences.
* Support of a variety of proprietary applications, extensive training will be provided.
* Follow detailed, step-by-step instructions.
* Record, track, escalate, and update calls through the Help Desk trouble ticketing system.
* Resolve problems using logical thought processes, technical acumen, electronic tools,
manuals and technical support documentation
* Operate within customer standard operating procedures.
* Identify problem trends and possible solutions.
* Direct end users to appropriate self support tools or resources if available.
* Coordinate activities with other team members, including verbal and written shift pass
down notes and sharing of knowledge as required.
* Apply quality control tools / processes to daily activities.
* Be committed to unsurpassed customer service
Required Knowledge:
* Experience recording, tracking, escalating, and updating calls through the Help Desk trouble ticketing system.
* Document familiar problems and solutions for addition to Help Desk knowledgebase.
* Third party utilities (e.g. virus check, communications software.)
* Microsoft Office (e.g. Word, Excel, Power Point, Outlook) & VPN’s
* End user network administration (e.g. password reset, verify rights, restart print buffers).
* Laptop and desktop hardware knowledge
* Knowledge of common helpdesk SLA’s
Qualified candidates will be able to:
Analyze and troubleshoot problems
Convey appropriate sense of urgency in the resolving of customer issues.
*Empathize and comfort frustrated and angry users.
*Visualize identify and resolve hardware, software and network problem remotely.
* Follow detailed, step by step instructions
* Identify problem trends.
* Work with minimal supervision.
* Maintain professional demeanor under stress.
Our ideal candidate will have the following
*Must be fully Bilingual (French)
* Education: College, University, or Major: Information Technology Certificate
* Experience:2 to 4 years. (Office 03/07/10, Outlook 03/07/10, Networks, VPN’s)
* Certifications: A+.
* Be Punctual.
* You will be trained on a variety on proprietary applications that you will be supporting for the end client
This is a 6 month contract that provides a strong possibility (99.99%) to go permanent (If your performance is good during the first few months they will convert you after 6 months). Once perm you receive: Salary, 2 weeks paid vacation, full benefits & a 5000 per year Educational allowance. There are exceptional growth opportunities as over 90% of promotions are done internally!