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Hays: Service Desk Support


This is a Full-time position in Montreal, QC posted April 3, 2021.

Role Summary: The role is focused on providing first, and second level assistance to the Career Sales Force and Wholesale advisors, financial centre managers and Financial Centre Staff.

Primary support will be provided through telephone and email support.

Main Accountability: Troubleshooting PC software/OS, hardware and connection issues; Problem resolution and problem escalation over the phone; Special projects may be assigned and an opportunity to work with Tier2 support staff, based on your ability to meet and exceed performance benchmarks.

Competencies: Bilingualism (French and English, written and spoken).

High technical understanding of personal and business computers (notebooks, desktops and operating systems); High proficiency with personal and business computer peripherals (Printers, Routers, Docking Stations); In-depth knowledge of the Windows 7 and Windows 10 operating systems ( Must have end-user support experience); Proven problem-solving skills; Strong analytical and multi-tasking skills; Willingness towork in a team environment and achieve department goals; Be able to excel in a stressful, fast-paced environment; Excellent interpersonal and communication skills; Must have genuine desire to provide first-rate client service.

Assets: Good understanding of Remote Connectivity Tools, such as VPN, TCP/IP, Remote Desktop, Cisco Webex ; Good understanding of IE11, Java applications/addons, Adobe Acrobat, Flash; Ethernet troubleshooting, and a good understanding of different networks environments; Previous experience working with McAfee Endpoint Encryption, and McAfee Virus Scan Enterprise; Knowledge of Microsoft Office and Microsoft Outlook Knowledge of Smart Phones (iPhone); Knowledge of Registry, GPO and Active Directory; Previous experience in the technical support and customer service field; Understanding of HP Service Manager and ServiceNow; Knowledge of Sun Life PC applications for advisors, financial centre managers and financial center offices; Notes/Unique Requirements: The ATS Hotline must provide phone service to our sales advisors and customers from 8:00 a.M.

until 8:00 p.M.

Eastern time and therefore the Helpdesk Specialist is expected to work on a regular shift rotation with the other Specialists.

What You’ll get in ReturnThe client is offering a 6 month engagement at a very competitive rate Interested?If you’re available and interested in this role, please reply to this email as soon as you can attaching your updated resume and hourly rate requirementemail