Bilingual Computer Help Desk Representative
Description
ROLE PURPOSE
As an Acting Computer Help Desk Technician, your main duties
consist of handling telephone calls and e-mail requests from customers who need
assistance with troubleshooting computers and peripherals.
KEY ACCOUNTABILITIES
ESSENTIAL DUTIES AND
RESPONSIBILITIES
• Provide technical assistance and education to customers via
telephone, remote access applications on computer and peripheral related issues
(i.e. basic anti-virus/spyware/grayware protection, basic application
operation, wireless applications and data backup)
• Troubleshoot via phone, software and operating system problems/failures to
identify hardware/software related failures. Formulate and communicate
resolutions for computer issues. This includes peripheral equipment such as,
but not limited to, monitors, keyboards, and printers/all in-one
multifunction
• Identify customer's behavior that puts their system at risk. Make suitable
recommendations to prevent vulnerabilities and repeat customer contact
• Arrange appropriate service for hardware failure through approved service
outlets
• Assist in escalated matters from customers and service providers
• Make recommendations for improvements to Help Desk operations
QUALIFICATIONS
• Bilingual preferred (English & French)
• Minimum 1 year of customer service experience and/or call
center experience
• Excellent customer service skills and strong communication
skills
• A working knowledge of PC hardware/software troubleshooting
• Ability to analyze and solve problems pertaining to hardware
and software on home and small office computer systems
• Ability to handle multiple responsibilities concurrently in a
fast paced environment
• Must have a working knowledge of Windows 10
• Positivism, dynamism, team spirit