*Bilingual Service Desk Agent - Jobs in Montréal, Quebec, Canada, H2P 1B9

Job Description

Bilingual Service Desk Agent This role is for our client, supporting their mandate in the fast-food industry. It is a great opportunity to be at the forefront of IT support, ensuring smooth technical operations in a fast-paced environment. As the first point of contact for all technology-related requests, you will troubleshoot, resolve, and escalate issues while delivering top-tier customer service.What is in it for you:• Hourly salary of $18.• Indeterminate contract.• Full-time position: 37.50 hours per week.• Hybrid work: 2 days onsite, 3 days remote.• Overnight shift between Monday and Sunday, from 12:00 AM – 8:00 AM, with a potential adjustment to 11:30 PM – 7:30 AM.Responsibilities:• Provide first-level troubleshooting and assistance for inbound calls, emails, and chat inquiries.• Follow established processes and suggest improvements to enhance service delivery.• Document and track incidents and service requests accurately within the IT management system.• Ensure prompt resolution of issues by escalating to appropriate resolver groups when necessary.• Monitor support channels and prioritize tickets based on urgency and service level agreements.• Maintain high customer satisfaction by delivering timely updates and solutions.• Understand and adhere to security policies and business continuity plans.• Own and manage customer problems, acting as a champion to ensure resolution.• Assist with Active Directory account administration and basic troubleshooting for network connectivity and mobile devices.What you will need to succeed:• High school diploma or equivalent.• Experience in a customer-focused or technical support role is preferred.• Familiarity with Microsoft Office and basic IT troubleshooting.• Ability to multitask and work independently in a fast-paced environment.• Excellent problem-solving and customer service abilities.• Bilingual in English and French to support clients in both languages.• Excellent written and verbal communication skills.• Availability: must be available to work weekends when required.Why Recruit ActionRecruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.# FJT190325