Position Title: Bilingual IT Service Desk

Location: Remote (Ottawa ON K1P 1A4)

Expected Duration: 12 months

Working Hours: Monday to Friday providing 24-hour support

Job Description:

The role involves providing technical support to resolve customer IT problems, incidents, issues, requests, and queries. Collaboration with other support teams or product teams may be necessary to ensure timely resolution. We prioritize an inclusive work environment, even in a remote setup.

Responsibilities include:

- Handling inbound customer calls and maintaining accurate documentation

- Ensuring proper documentation, notification, escalation, tracking, and follow-up of all incidents

- Focusing on customer contact and service, with a strong understanding of customer business needs

- Adhering to incident management processes, client information system policies, and service desk procedures

- Actively seeking opportunities for knowledge and skill improvement, including reviewing knowledge base content and receiving coaching and feedback

- Supporting 20-30 contacts per day (400-500 contacts per month) with scheduling and handling time subject to shift variations

Requirements:

- Minimum 1 year of customer service experience

- College/university education or equivalent work experience.

Job Type: Full-time

Pay: $20.00-$21.00 per hour

Expected hours: 40 per week

Schedule:
Monday to Friday

Experience:
IT support: 1 year (required)

Language:
French (required)

Work Location: Hybrid remote in Ottawa, ON K1P 1A4