1st level helpdesk (english) (jp1932), Markham

posted
contact
randstad canada
job type
contract
apply now

job details

posted
location
markham, ontario
sector
technologies
job type
contract
reference number
2238284PROEN
contact
randstad canada
apply now

job description

Our client, a leader in the Insurance industry is looking for 2 (English speaking)1st level Helpdesk Support Analysts

This position is for 2 technical roles providing end user support to internal staff via phone, email, and instant chat.

Primary duties include:
- Providing technical troubleshooting with a focus on first call resolution
- Ability to work in a remote call centre function, using contact / call centre tools (i.e. Five9)
- Always being in ready state to take calls consecutively with limited down time
- Taking ownership of support requests to resolution, and escalate to Tier 2 when and where applicable
- Properly document and track all interactions using a ticketing system (i.e. JIRA)
- Provide ‘how to’ instructions and guidance to end-users regarding OS (Win7/Win10), Migration tools
and process
- Severity incident reporting, triage and escalation
Other daily duties will include:
- Following procedures as related to standard technical troubleshooting
- Identify repeated and trending issues for escalation to Tier 2 / Program support team
- Utilize, review and/or provide feedback on migration process documentation
- Attend / Participate support team meetings/calls, when necessary

Experience/Skills Required
- Strong, clear and fluent French/English bilingual customer service skills with the desire and ability to
exceed customer expectations
- 2-3 years’ experience in an IT Help Desk or Service Desk environment
- 3-5 years’ experience supporting common Desktop applications and related hardware technologies
- Strong problem solving and analytical skills based on 5+ years’ experience in an IT Department
- Support for any authorized desktop software, operational systems (Windows 7 / Windows 10), and
standard peripherals
- Tech savvy with working knowledge of OS, office products and remote control
- Experience using incident tracking tools (JIRA, Assyst, etc…)
- Experience using contact/call centre systems and tools (Five9)
- Acute attention to detail
- Strong team player
- Friendly, compassionate and professional demeanor when engaging end-users of various management
and technical levels

Experience/Skills Preferred
- MCDST Certification would be an asset but is not a requirement
- Insurance industry fundamentals would be an asset but is not a requirement
RESPONSIBILITIES


QUALIFICATIONS