bilingual helpdesk (french/english) (jp1897), Markham

posted
contact
randstad canada
job type
temporary
apply now

job details

posted
location
markham, ontario
sector
technologies
job type
temporary
reference number
2225153PROEN
contact
randstad canada
apply now

job description

Our client, a leader in the Insurance industry is looking for 4 Bilingual (English/French) 1st level Helpdesk Support Analysts

This position is a technical role, providing end-user support to internal staff primarily via phone.

Primary duties include:
- Providing technical troubleshooting with a focus on first call resolution
- Taking ownership of all support requests through to resolution
- Properly document and track all contacts using a ticketing system
- Provide password reset assistance
- Severity incident reporting, triage and escalation
- Providing ‘how to’ instructions and guidance regarding all business applications
- Interaction with users is primarily via phone. Email, instant chat and walk up are also possible.

Other daily duties will include:
- Following procedures as related to standard technical troubleshooting
- Incident escalation to various departments and vendors as needed
- Work in coordination with 3rd party vendors for co-managed applications
- Imaging laptops and installing software
- Distribute application packages throughout a MS SCCM infrastructure
- Participate in and contribute to new process documentation
- Participate in project work

Experience/Skills Required
- Excellent verbal and written communication skills
- Strong customer service skills with the desire and ability to exceed customer expectations
- 2-4 years’ experience in an IT Help Desk or Service Desk environment
- 2-4 years’ experience supporting common Desktop applications and related hardware technologies
- Strong problem solving and analytical skills based on 2-5 years’ experience in an IT Department
- Support for any authorized desktop software, operational systems (Windows 7 / Windows 10), mobile devices and other tech products
- Tech savvy with working knowledge of office automation products, databases and remote control
- Experience using incident tracking tools (Ticketing Software)
- Acute attention to detail
- Strong team player
- Friendly and professional

Experience/Skills Preferred
- Conversational French is preferred.
- ITIL Foundations v3 / v4 certification would be an asset
- CCNA/MCSA/A+ Certifications would be an asset but is not a requirement
- Insurance industry fundamentals would be an asset but is not a requirement
Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.