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| Overview: |
| Successful applicants will be joining the Managed Service Help Desk Team offering a central point of contact to multiple organizations internationally. The MIS team is dedicated to service excellence by working with internal and external support groups, providing front line support, remote assistance, call management and a N.O.C. This is an over-night position covering 11:30 p.m. to 7:30 a.m. Sunday, Monday, Tuesday, Wednesday and Thursday nights. Bilingual French/English is a requirement. |
| Responsibilities: |
| • Provides IT support to callers in multiple locations such as corporate and home offices • Provides support on issues such as VPN, Citrix, desktops, laptops, PDA’s, network resource access, MS Office, MS Windows and Lotus notes • Provides front-line advice service to end-users on software and hardware related problems • Diagnoses and troubleshoots the problems • Manages domain account and Citrix sessions, contacts and asset information. • Escalates critical issues to Supervisor • Routes calls to internal and external support groups and • Follows-up on outstanding tickets and escalations • Provides one-on-one instruction on new applications • Researches information for users on applications when necessary • Participate in non-standard working time models • Completes special projects or tasks assigned by Supervisor |
| Qualifications: |
| • Technical degree or diploma and/or equivalent business experience • 1 1/2 – 3 years of combined call center and IT experience • Strong communication and phone skills; excellent customer service, analytical and problem solving skills a must. • Strong support knowledge of PC hardware, Microsoft operating systems (98, NT, 2000, XP & Vista), Citrix and Network trouble shooting • Team player qualities: integrity, accountability, adaptability and motivated • Industry certificates a plus. i.e. A+, N+, Server+, MCP’s, HDI & ITIL • Bilingual English/French |
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