Bilingual IT Service Desk/Help Desk Call Center Support Agent

  • Company:
    CompuCom
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    21 hours ago
  • Category:
    IT & Software

Bilingual French AND English IT Service Desk Agent Level 1Come join a growing global company that has a laid-back culture, values your skills, focuses on growing your career, and promotes work-life balance. We offer competitive pay and full benefits and would love to have you on the CompuCom team in our office in Mississauga, ON.Our Bilingual IT Service Desk/Help Desk Call Center Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.ResponsibilitiesDiagnose and troubleshoot end user desktop application issues and provides appropriate solutionProvides timely resolution of problems or escalation on behalf of the customer and ensures their satisfactionProvides case status updates to management and end-users per service level guidelinesSupport and maintain effective relationships with usersDevelops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT supportProvide support for PCs, laptops, printers, cell phones, and tablets etc.Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).Communicates with customers at all levels of technical and non-technical skills setsFollow all standard operating procedures (SOP) through the effective use of Knowledge managementRequired Qualifications**MUST be conversationally fluent in French and English**1-2 years of related work experience preferably in an IT Service Desk/Call Center environmentAA degree or technical training preferred or equivalent combination of education and experienceExperience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferredCertification in relevant IT products/technologies a plusFocus on providing exceptional customer serviceAble to communicate effectively both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customersAbility to type while involved in a conversation, at least 30 WPMSound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customersWorking knowledge of Windows operating systems, networks, databases and network security concepts and tools is requiredWorking knowledge of the Microsoft Office application suite including MS OutlookActive Directory, and Exchange experience requiredSolid analytical/cognitive skills to troubleshoot complex and technical problemsAbility to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and qualityDemonstrated capability to achieve results under pressure in a fast paced client driven environmentWhat You’ll DoThe Help Desk Analyst provides troubleshooting and technical support via phone, web-based tools, and email.He or she provides voice-based and remote technical support to end users for all standard desktop issues and responds to queries. The Help Desk Analyst will run diagnostic programs, isolates problems, determine and implement solutions. He or she must also be able to demonstrate the capability to achieve results under pressure in a fast-paced client-driven environment and have the ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.IT Service Desk – provides first level technical support through phone, email and chat support (if applicable)Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solutionPerforms account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). Active Directory and Exchange preferredCommunicates with customers at all levels of technical and non-technical skills setsSupport for PCs, laptops, printers, cell phones, and tablets etc.Support end users in their use of applications such as Microsoft Office, VPN, Citrix, etcWhat You’ll NeedAbility to speak both French and English conversationally is MANDATORYAbility to talk and type accurately at least 30 wpmSound understanding of customer support, operations, and processesAble to communicate effectively in English & French both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customersAbility to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and qualityNice to HaveBasic knowledge of ITILBasic understanding of Service Desk metrics/SLA’sMinimum of 1-year experience working in an IT Service Desk/Inbound Call Center environment – preferredExperience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferredAssociate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferredCertification in relevant IT products/technologies a plusPerksPartnering with some of North America’s top leading brandsExposure to diverse IT environmentInternal growth opportunities Free coffee and tea Free parking