Help Desk Technician

Location:	MISSISSAUGA, Ontario, Canada
Job Type:	Contract
Posted:	28th Nov 2007
Closing Date:	17th Apr 2008
Posted By:	Computech Canada
Details:
Help Desk Technician Bilingual Service Desk Analyst for Retail Sector. Fluent bilingualism (French / English) is a requirement for this position. Must be flexible to work rotating shifts in 7x24 environment. Some overtime will be required. Must have reliable transportation as public transportation is very limited. The Service Desk Analyst works in high call volume Help Desk environment supporting CLIENT’s customers (both internal and external) and their analysts in providing problem resolution for CLIENT products and services. The Service Desk Analyst will utilize their customer service skills, technical skills, available systems and tools, and understanding of known solutions. The SDA will ensure the customer’s entitlement of services, remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer’s issue that has not been escalated. The Service Desk Analyst will work directly with the customer to understand the problem, and /or escalate problem to the next level. RESPONSIBILITIES: Provide technical phone support on Retail products, systems and various software products. Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability. Take ownership of service request from customer and ensure timely and satisfactory resolution of problem. Escalate both internally and externally when required according to defined Escalation paths. Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches. Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction. Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards. QUALIFICATIONS: The ideal candidate will have a two-year technical degree or equivalent work experience, plus 1-2 years related work experience. The candidate will have an aptitude for providing positive customer service and good communication, problem solving and technical writing skills. Knowledge of Networking products required. A basic knowledge of relevant operating systems, applications and/or languages is preferred. Criminal background and Credit check are required along with strong English and French communication skills.

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