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

randstad canada
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job details

markham, ontario
job type
reference number
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