Help Desk Specialist

About the role

The Help Desk Specialist provides Level 1 technical support to end‑users, addressing issues related to computer hardware, software, peripherals, and system access. The role involves handling requests across multiple channels, maintaining accurate ticket records, and ensuring timely resolution within defined service levels.

Key responsibilities

• Manage inbound support requests via chat, telephone, automated email, and portal tickets.
• Diagnose and troubleshoot Level 1 issues involving PCs, software applications, and peripherals.
• Respond to user inquiries, providing clear guidance and assistance.
• Acknowledge, process, and update service orders (tickets) with accurate information.
• Maintain user documentation and information as required.
• Monitor ticket progress and ensure timely closure of requests.

Required profile

• Fluency in French Canadian and English.
• Strong telephone etiquette and communication skills.
• Ability to build effective working relationships with the user community.
• 3–5 years of relevant experience in technical support.

Required skills

• Hardware troubleshooting.
• Software troubleshooting.
• Peripherals troubleshooting.
• Fundamental understanding of network administration.
• Fundamental understanding of server administration.
• Fundamental understanding of desktop administration.