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Bilingual Service Desk Agent

Ottawa, ON
Major Responsibilities and Accountabilities:
  • Answers user calls and responds to customer incidents and problems
  • Creates and resolves trouble tickets according to service level agreements
  • Transfers tickets to other teams as required for resolution or escalates to Team Lead or Supervisor as needed
  • Follows up with customers to validate that the issue has been resolved
  • Works with support team(s) to resolve tickets as required
Critical Skills and Competencies Characteristics:
  • 2+ years of Customer Service Experience
  • Bilingual (English/French)
  • Ability to listen and identify computer related issues over the phone from clients
  • Capability to articulate technical instruction to support our clients with computer software hardware or configuration issues over the phone
  • IT related certification is considered an asset
  • Strong communications skills in oral and written
  • Punctuality
Hours of Operation:
  • This position requires shift work
  • Schedule rotates monthly making personal planning easier
  • Hours of operation and schedules are subject to change
  • Monday-Friday: 6:30 - midnight
  • Saturday: 7am-9pm
  • Sunday: 9am-7pm
Security Requirement: MUST hold a valid Reliability level federal government security clearance
Duration: 3 months plus possible extensions
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