Bi-lingual Help Desk

Compunnel Inc.; Halifax; On-site; CAD 40,000 - 55,000; Full time

Job summary

A technology support company is seeking a Bi-lingual Help Desk professional in Halifax to provide Level 1 technical support. Primary responsibilities include managing inbound support requests across various channels, troubleshooting hardware and software issues, and maintaining accurate documentation. Ideal candidates should possess excellent communication skills and a basic understanding of networking and desktop administration principles. This role offers an opportunity to enhance technical skills while delivering quality support.

Qualifications

• Ability to develop business relationships and communicate effectively with the user community.
• Basic troubleshooting skills.
• Basic understanding of network, server, and desktop administration fundamentals.

Responsibilities

• Manage inbound requests for support via multiple channels.
• Diagnose and troubleshoot Level 1 problems.
• Respond to users’ requests regarding computer systems.
• Acknowledge receipt of all user requests within defined service levels.
• Initiate service orders for user requests.
• Maintain user information and documentation.
• Participate in managing client requests to closure.

Skills

Communication skills

Troubleshooting

Job description

The Bi-lingual Help Desk role is responsible for providing Level 1 technical support to users through multiple channels, ensuring timely resolution of issues related to personal computer hardware, software, and peripherals. This position requires strong communication skills, troubleshooting abilities, and adherence to defined service levels.

Key Responsibilities

• Manage inbound requests for support via multiple channels, including Chat, Telephone, Automated Email, Portal Generated requests.
• Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software, and peripherals.
• Answers the help desk line and responds to users’ requests regarding computer systems.
• Acknowledges receipt of all user requests within defined service levels.
• Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
• Maintains user information and documentation.
• Participates in ensuring that client requests via the ticketing system are managed to closure.

Required Qualifications

• Ability to develop business relationships and communicate effectively with the user community.
• Basic troubleshooting skills.
• Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.