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Bilingual Help Desk Analyst Required (Calgary, AB)
at Jobs in Calgary in Calgary
We are currently looking for an experienced Bilingual Helpdesk Agent (French/English) to join our team. This role is supporting our large oil and gas client in downtown Calgary. This is a 6 month + contract starting immediately with a strong possibility of going permanent.
As the successful candidate you will be responsible for the following:
Providing Helpdesk support for standard off the shelf software, desktop hardware, password resets for environments and business applications
Initiate escalation procedures when required
Investigate problems and identify the root cause
Produce written recommendation containing a solution to avoid problem re-occurrence
Initiate appropriate Level 2 and 3 incident resolutions by dispatching Incident Tickets to appropriate support teams
Monitor, manage and report on each incident until incident is resolved
Help document procedures to be utilized by authorized customers for the correct use of supported desktops, systems software, connectivity, and security for the Services.
Provide information to customers outlining Service Delivery Processes and expectations in accessing the Services.
Provide customer orientation and education.
Provide input to client on customer training requirements or functional process issues trending based on Incident Call tracking and analysis.
Support and deliver customer ad-hoc education and training (hardware and software).
Submit new knowledgebase articles and update existing articles as appropriate.
Help in the maintenance of the knowledgebase, FAQ's and updates to the top ten issues.
Other duties as assigned.
Environment:
French Canadian bilingual.
Regular and punctual attendance critical while working in this real-time, team-based function.
Supporting clients via telephone, email and remote access in a large Oil and Gas Corporate environment
Measured using a balanced scorecard approach on both a team and individual basis.
Must be willing to receive side-by-side and silently monitored and recorded telephone calls performance feedback for quality assurance.
Job Requirements:
Previous experience in oil and gas IT environment with knowledge of oil and gas specific applications
Understanding of ITIL framework
Strong hardware/software troubleshooting skills
Understanding of large corporate IT Infrastructure
1 -- 3 years year IT Support experience
At least 6 months experience supporting remote access software
At least 6 months experience with an incident tracking system, such as Remedy
Excellent English and Canadian French
Soft Skills:
Customer service driven - technically oriented while maintaining the ability to positively interact with non-technical clients
Creative problem-solver
Strong desire to learn and regularly upgrade skills
Patience
Conflict resolution skills
Must be a self-starter and have the ability to manage multiple tasks
Ability to work independently or as part of a team
Ability to complete tasks effectively with minimal supervision
Must be available to work flexible work schedules
To find out more about this excellent opportunity, please forward your resume to Logan Pinchbeck at loganp@enableit.ca
Published at 25-09-2011
Viewed: 62 times
Viewed: 62 times
