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

randstad canada
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job details

markham, ontario
job type
reference number
randstad canada
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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.