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Bilingual Senior Support Specialist (FRENCH) (Calgary)
at Human Resources in Calgary
Job description and Responsibilities:
Reporting to the Service Desk Manager provides level I & II user support with prompt and efficient technical and logistical desktop knowledge in order to maintain superior client satisfaction.
SPECIFIC RESPONSIBILITIES:
Own and manage Level 1 & 2 incidents and requests in the Service Desk system making sure all SLA are met:
- Log, respond and document all incoming incidents and requests from users.
- Ensure proper follow up with users
- Resolve user issues to their entire satisfaction based on pre-defined service levels
- Provide desktop, application, and network end-user support services for all users up to the highest level according to established procedures:
- Install and configure hardware and software according to established procedures.
- Diagnose and troubleshoot different workstations, printers/MFP, blackberry and video-conference incidents
- Ensures workstations and peripherals are operational and optimally used.
- Participate to maintain corporate IT inventories
- Document, analyze and continually improve procedures, problems and their resolution
- Provide IT infrastructure and platform assistance for Western Region business units
- Take part of different projects
- Establish, build and maintain user relationships
- Answer level 1 phone calls when necessary
Experience requirements:
- Computer science College Diploma or equivalent experience
- Four (4) to seven (7) years of relevant experience in Desktop and/or First line agent support
- Bilingual (spoken and written English/French)
- Advanced knowledge of Microsoft Windows, Microsoft Office Suite and office automation tools, desktop and laptop computers, Video-conference, blackberry, network infrastructure (LAN/WAN, TCP/IP Protocol, routers and switches).
- Knowledge of ITIL best practices, JD Edwards and Citrix environment would be assets
- Ability to acquire new skills and learn about technologies used to meet company needs
- Demonstrated ability to manage time and priorities
- Highly organized, ability to meet tight deadlines, work under pressure, sense of urgency and excellent customer service skills
- Willingness to work outside of usual office hours and to travel
ONLY THOSE THAT CAN FLUENTLY SPEAK AND WRITE FRENCH AND ENGLISH WITH AT LEAST FOUR (4) YEARS OF DESKTOP TECHNICAL SUPPORT EXPERIENCE MUST APPLY. PLEASE SUBMIT ALL INQUIRIES/RESUMES TO gensisglobe@gmail.com
Reporting to the Service Desk Manager provides level I & II user support with prompt and efficient technical and logistical desktop knowledge in order to maintain superior client satisfaction.
SPECIFIC RESPONSIBILITIES:
Own and manage Level 1 & 2 incidents and requests in the Service Desk system making sure all SLA are met:
- Log, respond and document all incoming incidents and requests from users.
- Ensure proper follow up with users
- Resolve user issues to their entire satisfaction based on pre-defined service levels
- Provide desktop, application, and network end-user support services for all users up to the highest level according to established procedures:
- Install and configure hardware and software according to established procedures.
- Diagnose and troubleshoot different workstations, printers/MFP, blackberry and video-conference incidents
- Ensures workstations and peripherals are operational and optimally used.
- Participate to maintain corporate IT inventories
- Document, analyze and continually improve procedures, problems and their resolution
- Provide IT infrastructure and platform assistance for Western Region business units
- Take part of different projects
- Establish, build and maintain user relationships
- Answer level 1 phone calls when necessary
Experience requirements:
- Computer science College Diploma or equivalent experience
- Four (4) to seven (7) years of relevant experience in Desktop and/or First line agent support
- Bilingual (spoken and written English/French)
- Advanced knowledge of Microsoft Windows, Microsoft Office Suite and office automation tools, desktop and laptop computers, Video-conference, blackberry, network infrastructure (LAN/WAN, TCP/IP Protocol, routers and switches).
- Knowledge of ITIL best practices, JD Edwards and Citrix environment would be assets
- Ability to acquire new skills and learn about technologies used to meet company needs
- Demonstrated ability to manage time and priorities
- Highly organized, ability to meet tight deadlines, work under pressure, sense of urgency and excellent customer service skills
- Willingness to work outside of usual office hours and to travel
ONLY THOSE THAT CAN FLUENTLY SPEAK AND WRITE FRENCH AND ENGLISH WITH AT LEAST FOUR (4) YEARS OF DESKTOP TECHNICAL SUPPORT EXPERIENCE MUST APPLY. PLEASE SUBMIT ALL INQUIRIES/RESUMES TO gensisglobe@gmail.com
Published at 08-02-2010
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Viewed: 89 times
