AVIT Support Specialist providing technical support for classrooms and event spaces at Wilfrid Laurier University. Responsible for 2nd and 3rd level support, training, and project coordination.
LP
Bilingual IT Helpdesk Representative
Posted via LinkedIn Recruiter (not a company profile)
Posted 4 months ago
About the role
- Bilingual IT Help Desk Representative providing first-level technical support. Requires fluency in English/French and strong technical/customer service skills.
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.
Requirements
- 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.
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No Education Requirement
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