Bilingual IT Service Desk Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Respond to calls from the advisor community.

• Carefully listen to grasp technical issues.

• Pose clear questions to pinpoint the suitable solution.

• Utilize the Knowledgebase and past experiences to resolve client concerns.

• Articulate solutions in a clear and simple manner.

• Conduct keyword searches in the Knowledgebase.

• Collaborate with colleagues for assistance through online chats.

• Seek guidance from coaches and seasoned teammates.

• Ensure clients comprehend the next steps when an issue cannot be immediately resolved.

• Document clear notes following each call, encompassing the solution or subsequent actions.

• Contribute to enhancing the Knowledgebase by sharing acquired insights.

• Engage in structured training at the commencement of the assignment.

• Build confidence prior to independently managing calls.

• Continue to learn about new systems and solutions over time.

• Work collaboratively with the team to discover solutions, share ideas, and learn from each other.

• Identify small, practical methods to simplify daily tasks for the team.

⛳️ Requirements

• High school diploma.

• Over 1 year of experience in a call center and/or technical support setting.

• General IT knowledge and experience in troubleshooting hardware and software.

• Skills in troubleshooting computer hardware.

• Experience with printers.

• Strong technical troubleshooting and problem-solving skills.

• Customer-focused problem-solving abilities.

• Bilingual in French and English, both spoken and written, to provide daily support to clients in Québec and beyond.

• CompTIA certification or a similar technical background is preferred.

• Experience with ServiceNow or other ticketing systems is preferred.

• Familiarity with Active Directory is preferred.

• Strong general technical aptitude and depth in troubleshooting is preferred.

• Excellent communication skills with a customer service-oriented mindset.

• Strong de-escalation skills and ability to maintain composure under pressure.

• Proactive self-starter with a strong sense of initiative.

• Ability to learn quickly.

• Capability to work independently.

• Collaborative and service-oriented approach.

🏝️ Benefits

• 6-month contract.

• Full-time position: 37.50 hours per week.

• On-site events 2 to 3 times per year.

• Structured training at the beginning of the assignment.

• Ongoing learning of new systems and solutions over time.