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Bilingual Service Desk Technician (Closed)

About the Company

Our client is looking for a Service Desk Technician. Their role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Incident resolution may involve the use of diagnostic and help request tracking tools, support walk-ins and provide hands-on assistance at the desktop level.

About the Opportunity

• Alert management to emerging trends in incidents
• Assist in software releases and rollouts according to change management best practices
• Deploy pre-packaged using distribution tools and processed as requested end users
• Provide support of incoming requests to the service desk via telephone, web portal, email and chat to ensue courteous, timely and effective resolution of the user’s issues
• Act as an escalation point for advanced or difficult help requests
• Build rapport with service desk customers
• Escalate incidents with accurate documentation to suitable technicians when required
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledge base as needed
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
• Install approved software and ensure it is up to date
• Develop help sheets and FAQ lists for end users
• Contribute to technician knowledge base and training as needed
• Provide suggestions for continual improvement.
• Identify common incidents and appropriate solutions based on their own work and discussions with others
• Hardware setups and configurations according to departmental and/or manufacturer prepared specification sheets
• Create, modify and remove/disable accounts based on predefined set of instructions

About You

• 1-2 years o fexperience with supporting computer hardware such as: Microsoft Windows operating system, Microsoft Office 365, and ServiceNow
• Interest in working in an ITIL-driven environment and working knowledge of ITIL principles and processes
• Exceptional written and oral communication skills in English
• Flexibility for On-call and periodic overtime
• Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills
• Conscientious and reliable with a strong commitment to problem resolution
• Ability to present ideas in user-friendly, business friendly and technical language
• Ability to work in a demanding team-oriented environment
• Highly self-motivated and directed

How to Apply

Click the “Apply Now” button and follow the instructions to submit your resume. Please note that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote #26779.

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.