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Tata Consultancy Services: Service Desk Executive – Bilingual

Tata Consultancy Services

This is a Full-time position in Montreal, QC posted February 15, 2021.

Job Type :Full-TimeJob role :Service Desk Executive BilingualExperience level: Mid Senior levelResponsibilities:Must Have Skills* Excellent spoken and written skills for both English and French.

Must be fluent to a professional level in French (reading, writing and speaking) Excellent Customer ServiceGood to have skills* Very good troubleshooting knowledge for PC and peripheral Hardware troubleshooting (including print & scanning devices).

Basic networking and Troubleshooting, LAN, WAN, Wireless, VPN, Dial up knowledge.

Escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team.

Exposure to ITIL processes.

Ready to be flexible with shifts.

Co-ordination with multiple stake holders / Third party Vendors for break-fix.

Create the Standard Operating Procedure and update the knowledge database documentation whenever required.

Remotely accessing hardware or software for clients to make changes and fix problems.

Responding to queries via chat, email, or phone.

Should have the capability to do multitasking.

Should have good team skills.

Should be Proactive and ready to take initiativesKey responsibilities* Good understanding of Incident, Asset, Problem and Change Management (ITIL) Provide first level support for any IT related problem following the Operation Procedures defined Escalate to the right team and following the right procedure when the issue is outside of the SD support Follow up the escalated tickets to the L2 team till closure.

Do follow up with users to get additional information or to confirm the proper resolution (keep a small personal backlog.

Strive hard to keep all the defines SLA’s green (FCR, FLF, CSAT, AHT, ASA, backlog etc.) Recommend technical/process improvement