Bilingual HelpDesk Analyst - (CA-AB-Calgary - T3Z 3W2)

Minimum Education: Tech School
Job Type: Contract
Jobcode: 3108
Email this job to yourself or to a friend | Job Match Test | Resume Guide

Bilingual Help Desk Analyst


* Use telephone effectively to gather data and resolve problems
* Effectively communicate orally and in writing technical information to technical and non-
technical audiences.
* Support of a variety of proprietary applications, extensive training will be provided.
* Follow detailed, step-by-step instructions.
* Record, track, escalate, and update calls through the Help Desk trouble ticketing system.
* Resolve problems using logical thought processes, technical acumen, electronic tools,
manuals and technical support documentation
* Operate within customer standard operating procedures.
* Identify problem trends and possible solutions.
* Direct end users to appropriate self support tools or resources if available.
* Coordinate activities with other team members, including verbal and written shift pass
down notes and sharing of knowledge as required.
* Apply quality control tools / processes to daily activities.
* Function effectively in a 7 by 24 Helpdesk environment.
* Be committed to unsurpassed customer service

Required Knowledge:

* Experience recording, tracking, escalating, and updating calls through the Help Desk trouble ticketing system.
* Document familiar problems and solutions for addition to Help Desk knowledgebase.
* Third party utilities (e.g. virus check, communications software.)
* Microsoft Office (e.g. Word, Excel, Power Point, Outlook) & VPN’s
* End user network administration (e.g. password reset, verify rights, restart print buffers).
* Laptop and desktop hardware knowledge
* Knowledge of common helpdesk SLA’s

Qualified candidates will be able to:

Analyze and troubleshoot problems
Convey appropriate sense of urgency in the resolving of customer issues.
*Empathize and comfort frustrated and angry users.
*Visualize identify and resolve hardware, software and network problem remotely.
* Follow detailed, step by step instructions
* Identify problem trends.
* Work with minimal supervision.
* Maintain professional demeanor under stress.
* Have the flexibility to work in a 7 by 24 Helpdesk environment

Our ideal candidate will have the following
*Must be fully Bilingual (French)
* Education: College, University, or Major: Information Technology Certificate
* Experience:3 to 5 years. (Office, Outlook, Networks, VPN’s)
* Certifications: A+.
* Be Punctual.
APPLY DIRECTLY TO: JOBS@KALYX.CA