Help Desk Specialist

SoftSim Technologies Inc./Global Affairs Canada - Gatineau, QC (il y a 25 jours)

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POSITION SUMMARY

It is the objective of Global Affairs Canada to operate the IM/IT Service Desk with agents who are responsible for complex information management and information technology (IM/IT) incident/problem troubleshooting, resolution and escalation as they pertain to the ministry’s global IM/IT infrastructure and its respective software and hardware.

GENERAL DUTIES

Level 1:

Answer clients calling the service desk, in an IM/IT call center, phone queue;

Work on tickets assigned to the IM/IT Service Desk queue in Remedy;

Answer clients contacting us via the Information Technology Service Management (ITSM) Chat feature (part of ITSM);

Answer clients calling from multiple queues: VIP queue, client queue, etc; Process email requests for supports from VIP clients, create service requests for them and assign to support team;

Complete After-Hours Report; Perform other related duties incidental to the work described herein.

REQUIREMENTS

Minimum of one (1) year of experience working in an IM/IT call center;

Minimum of one (1) year of experience supporting Microsoft Office Suite;

Minimum of one (1) year of experience using an incident/problem management tracking software;

Experience with remote administration and support tools;

Fully Bilingual (English-French)Canadian Citizenship Security Secret Clearance (If you do not have it we can get it for you ONLY if you are Canadian Citizen)

WORKING CONDITIONS

Status: 6 years Contract

Work Shift: Shifting Work Schedule

Work Site: 200 Place du Portage, Gatineau, QC

Type d'emploi : Temps Plein, Contractuel

Salaire : 18,00$ à 21,00$ /heure

Expérience:

  • Technical Support: 1 an (Requis)