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Bilingual Service Desk Representative (after hours evenings/weekends)

Calgary, AB, CA SK, CA Montreal, Quebec, CA Richmond Hill, ON, CA Winnipeg, MB, CA New Brunswick, CA Quebec, CA Winnipeg, MB, CA Mississauga, ON, CA Calgary, AB, CA Montreal, Quebec, CA Edmonton, AB, CA MB, CA Northwest Territories, CA Calgary, AB, CA

Requisition Number: 82829 

Job Title:

Bilingual Service Desk Representative

 

GENERAL ACCOUNTABILITY

The Service Desk Representative is responsible for support of all end user support including desktop hardware, software and telecommunications equipment. As a Service Desk Representative, you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in via phone, email, and chat.  Our Service Desk offers our clients Bilingual (French and English) 24/7 365-day service, some shift work will be required.  The candidate must possess strong verbal and written communication skills in both French and English.

 

As part of the Insight Canada team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.

CORE ACCOUNTABILITIES

 

Support

•             Troubleshoot and resolve issues in customer environments.

•             Communicate with customers, teammates, and management.

•             Provide thorough ticket updates.

•             Coordinate with vendors to repair or replace hardware.

•             Monitor customer environments and infrastructure.

•             Respond to alerts and action or escalate as required.

Operations

  • Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.

•             Respond to all Customer requests in timely and professional manner.

•             Instruct end users in the appropriate use of equipment, software, and/or reference materials.

•             Assist with all aspects of technical support, including on-site visits as needed.

•             Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.

•             Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.

•             Research/troubleshoot issues using the tools available.

•             Navigate internal/external reference support materials.

•             Proactively following up on all open issues.

•             Work closely with other team members to identify and suggest resolutions and improvements.

•             Other duties as assigned.

               

QUALIFICATION (EDUCATION, EXPERINCE, KNOWLEDGE, SKILLS, AND ABILITIES)

  • Bilingual French and English, verbal and written, is required.
  • Two-year Associate Degree (field related) or equivalent experience required. 
  • Must have a minimum of one year helpdesk experience in a corporate environment. 
  • Must have a comprehensive knowledge of computer hardware/software concepts. 
  • Microsoft Certified Systems Engineer (MCSE) or similar certifications preferred, but not required.
  • ITIL v3 or v4 preferred.
  • Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.
  • Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations. 
  • Ability to write reports and/or business correspondence a must. 
  • Ability to effectively present information and respond to questions from groups of managers, customers, other teammates required. 
  • Must have excellent customer service and interpersonal communication skills. 
  • Must have the ability to work in a team environment and present a professional image. 
  • Must be able to multi-task and be flexible with assigned work schedule.

 

PHYSICAL REQUIREMENTS – DEMANDS ANALYSIS

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Office environment with computer work.  May have extensive periods of sitting, typing and phone use (may include headset).  May need to lift up to 10 lbs. Travel, i.e., driving.

 

As a condition of employment, this job is subject to the successful completion of the following pre-employment conditions: Reference Checks, Criminal Background Checks, Driver’s Abstract and valid driver license if required for the role.

 

Insight Canada is proud to offer reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please inform us during the application process.

 

 

About Insight

Insight’s success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people’s lives. Harmony to celebrate each other’s unique contributions to bring solutions to clients.

 

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

Today's talent leads tomorrow's success. Learn about careers at Insight: canadajobs.insight.com.

 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

Posting Notes: Calgary || Alberta (CA-AB) || Canada (CA) || None || None || CA - Calgary, AB; CA - Edmonton, AB; CA - Mississauga, ON; CA - Montreal, QC; CA - Ottawa, ON; CA - Quebec City, QC; CA - Richmond Hill, ON; CA - Toronto, ON; CA - Vancouver, BC; CA - Waterloo,ON; CA - Winnipeg, MB ||


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