1st level (remote) help desk resources
Excel ITR - Ottawa, ON

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Our private sector client is looking for 1st level (remote) help desk resources. The ideal candidate must be fluently bilingual in terms of French and English. The contract term is 3 months with a possibility of long term employment

Duties:

  • Receives, logs and answers customer problem/request/issues
  • Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents troubleshooting efforts in problem ticket and assigns case to appropriate support group
  • Assists with monitoring and tracking incidents to ensure resolution occurs within the service level agreements
  • Performs follow-up on incidents to ensure customer satisfaction
  • Develops understanding of customers, their business environment and the service level agreements

Minimum Mandatory Qualifications:

  • Knowledge of Microsoft Office suite is essential, especially Outlook 2002 or greater
  • Knowledge of Windows 2000 and XP environment
  • Must be able to multitask in a fast paced environment
  • Flexibility for shift work as hours of operation have a tendency of changing.
  • Must have flexibility for working all of the Canadian holidays (the majority of our customers are in the US)
  • Individuals must have flexibility for working overnight and on weekends when required
  • Individuals must have flexibility for working overtime with or without prior notice
  • Experience with an incident tracking system
  • Excellent customer service skills
  • Excellent communication and interpersonal skills
  • Must be able to follow process and management directives

The client would like someone who ideally has experience working in the IT field or had an educational background in the IT field.


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