Bilingual Help Desk Analyst (ITIL/Windows/Remedy Exp) - Compensa

Bilingual Help Desk Analyst (ITIL/Windows/Remedy Exp) - Compensa

URGENT Please read the job description below. If this interests you please send a MS-Word version copy of your updated resume (ASAP) along with your salary expectations first available date and a telephone contact number E-mail to deepti(at)teamrecruiter.com Please put the job title as your subject line The recruiter in charge of this role is Deepti AFTER you have submitted your resume via e-mail (when you have a moment) please apply online to match your resume to the job with following link s www.stafftrak.net ApplyOnline teamrecruiter.web tt JD& jobId 006006 If you do not think you are a match for this opportunity but know someone who is feel free to forward this email to them and you will be eligible for a referral bonus upon a successful hire. Our client is well established bank seeking a Bilingual Help Desk Analyst (ITIL Windows Remedy Exp). This position is based in Montreal QC. This is a 6 months contract with strong possibility of extension. Job Description Summary This resource will be supporting the Bank s Office Connect Canada and US environment. This manager is looking for a Bilingual (English and French) individual with experience trouble shooting Windows XP type issues has experience with ticket tracking systems (Remedy is preferred) and has previous Call Centre and or help desk experience. Exceptional customer service skills are a must.Job Mandate The Help Desk Analyst acts as the Line of Business Partners first point of contact for all technical support issues at an enterprise level. The HDA is responsible for providing excellent customer service technical support for all supported business groups and products troubleshooting triage and management of the incident lifecycle at enterprise level. He she will proficiently support one or more call flow queues while performance remains at the correct service level or better. The HDA will provide solid knowledge within subject matter specialties.Knowledge 2-4 years First level Technical support experience Demonstrated basic knowledge of supported products and platforms (Windows XP Outlook Lotus notes Remedy) Demonstrates knowledge on support for organization and function Displays strong knowledge on the following but not limited to (Windows 7 Windows XP Windows NT Active Directory SCCM Blackberry BES Microsoft Office suite Mainframe E-mail). Possesses a university degree college diploma in Business or Computer Science or equivalent Completion of the appropriate industry accreditation or certification i.e. ITIL MCPSkills Bilingual (English and French) Exhibits exceptional Customer Service skills along with strong written and oral communication skills Possesses strong interpersonal and relationship management skills Excellent organizational & multi tasking skills Excellent computer skills Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution Illustrates high attention to problem description detail and impact Self-motivated and goal-oriented capable of working in a fast paced and changing environment Excellent understanding of compliance and risk issues Key Dimensions of the Position 1. OPERATIONAL EFFECTIVENESS Provides cost effective first-level IT support by applying known solutions to problems or performing basic research Escalate issues to second level support when the solution is unknown or cannot be found within 20 minutes Resolves 80% of incidents at first point of contact Responsible for the generation of detailed Incident Ticket Supports all hardware and software for designated platforms e.g. Pathway Connect Harris Connect Office Connect ABM or Nesbitt Supports remote access for home users Works with Team to achieve performance goals and increase productivity 2. RELATIONSHIP MANAGEMENT Provide exceptional customer service to Line of Business Partners to resolve IT support issues Rigorously follows defined staffing schedule to ensure optimal Customer Service Notifies customers and provides regular updates on major system issues Support customers in English (French Language required for the Montreal Site) 3. PROCESS MANAGEMENT Transfers and assigns incident investigation to appropriate second level support as per ITIL Incident Management process Ensures quality notification and escalations are executed Ensures Incident Management ITIL Process is followed Verifies appropriate priority categorization and problem description for all Incident Records they generate Understands and follows security processes and understands how they apply to this role Please note that this is the most up to date version of job description available at this time During Client Interview you will receive additional information variance may apply When you have some time please register in our database (5 minute process) to be considered for future openings the link is available on our website at www.teamrecruiter.com in the Candidate section. We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone email. 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