Junior Bilingual (French/English) Help Desk Analyst to provide technical assistance to computer system users with one of our major banking clients- 35129

Junior Bilingual (French/English) Help Desk Analyst to provide technical assistance to computer system users with one of our major banking clients- 35129

Location: Scarborough - 2 weeks training onsite and then Hybrid work model - 4 days onsite per month

Contract Duration: 12 months

Schedule Hours: Monday Friday - Either 9:30 am 5:30 pm or 10:30-6:30 pm, late shift coverage required on a rotation basis every 6 weeks - 12 pm - 8 pm shift

Business group: CS&S Technical Support Help Desk

Summary:

• The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Typical Day in Role:

• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower - high complexity level
• Troubleshooting customer concerns over inbound phone calls
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Must Haves:

• Fluent English/French- Mandatory (no exceptions, bilingual and fluency in both required) -
• 1-2 Years Customer Service Experience
• 1-3 years of browser troubleshooting practices
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

Nice to Have

• Previous Help Desk or Contact Center experience
• Technical Help Desk Experience

Education:

• College/University in related field preferred but not required

Best vs Avg Candidate:

• Strong technical helpdesk experience with strong language proficiency.

1 round of interview over video conference - 1 hour

• Manager will send out technical assessment test to be completed within 24 hours after receiving once interview is completed.