About this role
Provide professional end-user support via telephone, email or web submits
Provide restorative or maintenance actions to resolve end-user problems
Responds to end-user problems based on standard procedures
Track incidents and calls, including but not limited to, entering data into the database timely and accurately
May be responsible for ensuring systems are configured properly
Must be fluent in French language (French Canadian preferred24x7 helpdesk - scheduling flexibility is required as schedule may change based upon rotation of schedule or adjustment to support a change in call volumeHigh school diploma or equivalent requiredPrior Tier I help desk experienceRequires excellent customer service skillsSolid foundation of Personal Computer experienceTroubleshooting capabilityOverall knowledge of desktop productivity productsAbility to work in a team environmentProven ability to remain flexible in a changing environmentAttendance and schedule adherence are requirements of this positionWindows XP, windows 7Active DirectoryMS Office Suite with expertise in Excel, Word, PowerPointGmail / Google AppsNetworkingMalware removalMay require additional project-specific trainingExcellent oral and written English skillsMust be highly motivated, with a positive "Can-do" attitudeMust have a hands-on attitude to all aspects of the day to day operation