Help Desk Level 2 - Hybrid - Montreal (English and French)

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:

1. Serve as the first point of contact for clients seeking assistance over the phone or email.
2. Provide desktop support (configuration of laptops and desktops).
3. Manage equipment shipments.
4. Create and assign incident and service request tickets.
5. Work with Technical Support Groups to diagnose and resolve problems and issues as required.
6. Prioritize problems, escalate High Priority requests.
7. Follow-up with clients to ensure resolution is complete and timely.
8. Develop an understanding of the business environment and maintain technical knowledge.
9. Dispatch appropriate resources for facilities related requests.
10. Dispatch technical service for software and hardware problems.
11. Facilitate Incident Management.

Minimum Requirements:

1. University degree and 2 to 3 years of Help Desk work experience.
2. or
3. College Diploma and 3 to 5 years of Service Desk work experience.
4. Experience supporting all Windows Clients, MS Office Products is required.
5. Knowledge of TCP/IP, Ethernet.
6. Experience working with Incident, Problem and Change management.
7. Experience using Service Desk for Ticketing Incidents and Documenting of Service Calls.
8. Experience in supporting client server; terminal emulators and host-based systems.
9. Experience working in an outsourced services and co-location environment an asset.
10. Ability to effectively translate technical information and procedures to end-users.
11. Troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions.
12. Dedication to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.
13. Excellent interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals.
14. Excellent written and verbal communication skills are required.
15. Able to remain productive in time-sensitive and fast-paced environment.
16. Bilingual (English/French) communication skills