*Service Desk Agent

Recruit Action inc.

Montreal

Hybrid

CAD 70,000 - 100,000

Full time

14 days+

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Job summary

A recruitment agency seeks a bilingual Service Desk Agent for a full-time role in Montreal. The position involves providing technical support, troubleshooting issues, and ensuring exceptional client service. Candidates should possess strong problem-solving skills, a high school diploma, and the ability to communicate effectively in both English and French.

Qualifications

High school diploma or equivalent required.
Bilingual in English and French to support clients in both languages.
Previous experience in a service desk, technical support, or customer service environment preferred.

Responsibilities

Deliver first-level support through various channels including phone and email.
Troubleshoot hardware, software, and network issues.
Open, classify, and close incident tickets accurately.

Skills

Troubleshooting

Bilingual Communication

Customer Service

Problem-Solving

Multitasking

Education

High School Diploma or Equivalent

Technical Certifications or Post-Secondary Technical Training

Tools

Microsoft Office

Active Directory

Job description

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Service Desk Agent

Bilingual technical support role in the insurance industry. Provide exceptional client assistance, troubleshoot technology issues, and maintain service excellence. Flexible 24/7 schedule with hybrid work—Montreal on-site twice weekly during daytime, remote overnight shifts.

What is in it for you:

• Hourly salary of $18.
• Indeterminate contract.
• Full-Time, 40 hours per week.
• 24/7 operational environment.
• Flexibility required to work varying shifts, including mornings and overnights.
• First three months will involve rotating schedules to provide coverage for vacation absences.
• On-site presence required on Tuesdays and Wednesdays during daytime hours.
• Overnight shifts are performed remotely.

Responsibilities:

• Deliver first-level support through phone, email, chat, and self-service tools.
• Follow established processes and propose improvements when appropriate.
• Open, classify, and close incident and request tickets accurately.
• Troubleshoot hardware, software, network, and mobile device issues.
• Perform basic account administration in Active Directory.
• Monitor all support channels, ensuring proper prioritization and SLA adherence.
• Escalate incidents to appropriate resolver groups and track progress.
• Maintain up-to-date knowledge base content and follow all security policies.
• Provide status updates to customers and act as an escalation point as needed.
• Participate in major incident and knowledge management processes.

What you will need to succeed:

• High school diploma or equivalent.
• Technical certifications or post-secondary technical training are an asset.
• Previous experience in a service desk, technical support, or customer service environment preferred.
• Proficiency in Microsoft Office applications.
• Familiarity with troubleshooting network connectivity and mobile devices.
• Experience with Active Directory account administration is an asset.
• Strong problem-solving and multitasking abilities.
• Strong customer service orientation and ability to build relationships.
• Flexibility to work rotating shifts, including overnights.
• Ability to work independently and as part of a team.
• Bilingual in English and French to support clients in both languages.
• Excellent verbal and written communication skills.

Why Recruit Action?

Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.

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