Help Desk Analyst (Bilingual)
Scarborough, ON
Inteqna
Type: Contract
Inteqna Toronto is recruiting for a Bilingual Help Desk Analyst to work on a three month contract for their client located in Scarborough. Knowledge/Skills/Experience/Competencies: * 3-5 years experience in a Call Centre/Contact Centre environment * Strong problem solving and analytical skills based on 3-5 years experience in an IT Department, IT Help Desk or Service Desk * 3-5 years experience supporting common Desktop applications and related hardware technologies * Experience using incident tracking tools (Ticketing Software) * Acute attention to detail * Strong customer service skills with the desire and ability to exceed customer expectations * Strong team player * Friendly and professional This position is a technical role providing end user support to internal staff via phone, email, instant chat and walk up Primary duties include: * Providing technical troubleshooting with a focus on first call resolution * Taking ownership of all support requests through to resolution * Providing password reset assistance * Severity incident reporting, triage and escalation * Providing 'how to' instruction and guidance regarding all business applications * Shift Range 7 to 20 (7.5 shifts) Other daily duties include: * Following procedures as related to standard technical troubleshooting * Incident escalation to various departments and vendors as needed * Work in coordination with 3rd party vendors for co-managed applications * Properly document and track all contacts using a ticketing system * Write and broadcast mass communications * Participate in and contribute to new process documentation * Provide feedback on existing policies and procedures to reduce complexity or make improvements * Participate in project work Experience/Skills Preferred * Strong understanding of Windows 7 and MS Office 2010 (Word, Excel, Powerpoint, Outlook, and Access) * Strong determination to resolve every request * ITIL certification would be an asset * Insurance industry fundamentals would be an asset but is not a requirement If you are interested please send your resume to Hubert D Souza at HDSouza@inteqna.com Inteqna would like to thank all candidates for their interest in this opportunity. Due to the volume of resumes we receive we may only be able to respond directly to those candidates being selected for an interview. Alternative format available upon request. We encourage you to visit www.inteqna.com regularly as new and exciting employment opportunities become available daily
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