Bilingual IT Helpdesk Representative
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Working with one of our top financial clients, this role calls for a Bilingual IT Help Desk Representative. This position involves providing first-level technical support to clients and colleagues, resolving issues promptly, and maintaining high customer satisfaction. The role is 100% onsite and requires fluency in both English and French, along with strong technical and customer service skills.
Pay rate range (CAD): $23.50/hr – $25.99/hr
Responsibilities
- Respond to inbound calls and emails, providing courteous and professional assistance.
- Document and track issues accurately using ticketing systems.
- Escalate complex issues to support groups and follow up on resolutions.
- Identify and report widespread outages or service interruptions.
- Analyze trends and provide feedback for continuous improvement.
- Develop expertise in various applications and support tools.
- Prioritize tasks to ensure timely resolution with minimal impact on business operations.
- Maintain knowledge of hardware, software, and network components.
- Ensure compliance with company policies, procedures, and disaster recovery plans.
- Collaborate effectively with team members and other departments to deliver seamless support.
Desired Skill-Set
- Fluency in both English and French (reading, writing, speaking).
- Exceptional customer service and interpersonal skills.
- Strong technical background, including troubleshooting hardware and software issues.
- Above-average computing and navigational skills.
- Experience with ServiceNow ticketing system.
- Ability to type at least 35 words per minute.
- Good knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, OneNote).
- Strong problem-solving skills and the ability to work independently.
Nice to Have
- Previous experience in call centers or technical support environments.
- Technical degree or IT certifications.
- Knowledge of IT infrastructure components and networking fundamentals.
- Experience with change management procedures.
BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.