Bilingual Help Desk Support

Who can apply: Persons residing in Canada living in the city of Gatineau/Ottawa or nearby

Type of contract: Casual contract opportunity (90 working days)

In order to be considered, your application must clearly explain how you meet the following requirements

Requirements

Bilingual imperative (English & French) – comparable to government BBB

Candidate needs to be either a landed immigrant or a Canadian Citizen

Must be eligible for reliability security clearance or already have security clearance

Minimum of 1 years of direct work experience in a Customer Service/Help Desk capacity

Minimum of 2 years of post-secondary education or a combination of an acceptable combination of Education and work experience.

Ability to diagnose problems, and provide support for a wide range of applications.

Ability to quickly analyze issues and determine best course of action using available resources.

Sound judgment to escalate issues to senior members within the help desk Department

Excellent written, oral, and telephone communication skills.

Strong customer service skills

Team player able to work under pressure

Job Duties

Respond to customer service calls in a courteous and professional manner.

Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations, and so on related to the CDA Practice Support Services.

Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.

Recognize and escalate deeper and more complex issues to Tier 2 Help Desk Analyst

Assist PC and network technicians by troubleshooting software, hardware, and network issues.

Accurately log help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process

Always maintain a high degree of professionalism, courteousness, and friendliness

Working Conditions

Repetitive work.

Qualified applicants should contact Khalil Choueiri

Language:

English & French (Required)

An interview may be administered.

Reference checks may be sought.

A simulation/situational exercise or role play may be administered.

Work Remotely

• Yes

Job Type: Full-time

Pay: $69,361.00-$89,382.00 per year

Schedule:

• Monday to Friday

Experience:

• Help Desk: 1 year (preferred)
• technical support: 1 year (preferred)

Work Location: Hybrid remote in Gatineau, QC