Job Summary

 Bilingual Service Desk Agent French & English

Key Responsibilities

 Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.\\r\\n• Resolve or Route incidents and requests to appropriate teams \\r\\n• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. \\r\\n• Administer and provide User Access and Exit controls. \\r\\n• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions. \\r\\n• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. \\r\\n• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems. \\r\\n• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments. \\r\\n• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.\\r\\n• Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus)\\r\\n• Willing to work in different shifts and national holidays as required by Operations.\\r\\n

Skill Requirements

Service Desk, French language Efficiency, English Efficiency

Other Requirements

ITIL Awareness