Helpdesk Support - Bilingual English/French

Helpdesk Support - Bilingual English/French

On behalf of our client in the Retail Sector, PROCOM is looking for a Helpdesk Support - Bilingual English/French.

Helpdesk Support - Bilingual English/French – Job Description

  • Provide remote IT support for all incidents and requests for all Stores, Offices and Warehouses in a 24/7, fast-paced environment via standard contact channels (Phone, Email, etc.)

  • Responsible for resolving all incidents and fulfilling all requests assigned within defined SLA

  • Provide excellent customer service through technical support in a timely, efficient manner

  • Execute the Incident Management Process including creating, managing and resolving incidents in the ITSM tool

  • Communicate with staff and ensure that all are kept aware of the status of their incident and/or request

  • Execute the communication protocol during major, critical and high-priority incidents

  • Ensure that all incidents and requests meet quality standards

  • Document all knowledge opportunities for the department and ensure accuracy of the knowledge base

  • Maintain excellent relationships with support teams and vendors, ensuring Service Centre deliverables are complete

  • Remain current on technology changes and all changes to Service Centre support

  • Participate in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)

Helpdesk Support - Bilingual English/French – Mandatory Skills

  • Post-Secondary Degree/Diploma in Technology related field

  • Workweek 20 to 40 hours a week, depending on the demand

  • 1-2 years of experience working in an Information Technology related position

  • Bilingual (French & English) as a requirement

  • Experience with troubleshooting principles, methodologies, and issue resolution techniques

  • Ability to develop and interpret technical documentation

  • Self-motivated and self-directed

  • Ability to absorb new ideas and concepts quickly

  • Good analytical and problem-solving abilities

  • Ability to effectively prioritize and execute tasks

  • Ability to meet high customer service standards

  • Excellent communication skills (both oral and written)

  • Ability to work independently within a team environment

  • Experienced and broad knowledge of the Microsoft Desktop Technology stack (O/S, Productivity Suite, etc.)

Helpdesk Support - Bilingual English/French - Assignment Start Date

ASAP – 4 weeks to start

Helpdesk Support - Bilingual English/French - Assignment Location

Mississauga, ON - Work Hybrid

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