Job Description

Why Compucom? (Overview)

Remote-Part time-Bilingual (French &English) IT Service Desk Agent- Level 1 - Canada

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.

This position is open to applications from all provinces including: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan and Yukon.

Shift hours: Monday, Thursday & Friday ( 12:30- 21:00 EST hrs)

What We Need & What You\'ll Do (Responsibilities)

The 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 solution
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory and Exchange preferred
• Communicates with customers at all levels of technical and non-technical skills sets
• Support for PCs, laptops, printers, cell phones, and tablets etc.,
• Support end users in their use of applications such as Microsoft Office, VPN, Citrix...etc.,

• **MUST be conversationally fluent in French and English**
• 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
• Active Directory, and Exchange experience required
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Certification in relevant IT products/technologies a plus
• Focus on providing exceptional customer service
• Able to communicate effectively in English and French both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to type while in involved in a conversation, at least 30 WPM
• Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook
• AA degree or technical training preferred or equivalent combination of education and experience
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results under pressure in a fast paced client driven environment.

• Basic knowledge of ITIL
• Basic understanding of Service Desk metrics/SLA\xe2\x80\x99s
• Minimum of 1-year experience working in an IT Service Desk/Inbound Call Center environment \xe2\x80\x93 preferred
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Associate\xe2\x80\x99s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
• Certification in relevant IT products/technologies a plus.

CompuCom