Help Desk Analyst - Bilingual - Integrity Canada

Overview

I am looking for a Bilingual Help Desk Support Analyst for one of our clients in Montreal.In this role, you will provide initial point-of-contact and prompt, courteous service to internal customers when they contact the Help Desk for technical assistance.

Responsibilities

You will generate detailed incident tickets, verify severity of the problem and resolve it at first point of contact whenever possible. More serious problems will be escalated to 2nd level or to your Team Lead for direction. You might also get involved with other aspects like remote control and managing permissions or security groups within Active Directory. You will adhere to clearly defined Service Level Agreements, follow pre-defined processes for gathering or confirming customer information and maintain quality performance in call handling.

Experience and Qualifications

You should be a recent graduate of a technical program, which will enable you to provide 1st level support on Microsoft technologies in a medium to large, complex environment. You will have strong telephone communication and interpersonal skills to work in a fast-paced, team environment and deal with all situations calmly and professionally. Post Secondary education combined with 1 or more industry certifications (A+, MCP, MCSE, etc) should be combined with working knowledge in some or all of the following areas: Win 2000, XP, Active Directory, MS Exchange/Outlook, MS Office 2000/XP, MS Management Console, Remote Access, Internet browsers, call tracking software etc.