Specific tools/skillset:

• Bilingual (French/English) required
• Experience: 1-2 years of experience in a diverse technology and customer service-focused role
• Education: completion of a post-secondary degree or equivalent (e.g. non-specialized bachelor degree or business-related community college diploma)
• Ability to converse in French is required
• Good understanding and working knowledge of network protocols
• Solid knowledge and demonstrated experience using desktop products and operating systems
• Excellent communication and customer service skills
• Good problem solving skills
• Adaptive to change and able to manage stress
• Team Player 

Role profile description:

•                 Responding to contacts from Service Desk customers and support teams

•        Responsible for Phone, email, Self-serve (thru Service Now) intake, Technical Support and Non-Technical Urgent Incident support. It is      the First Level Support and targets First Contact resolution.
•        Performing classification, initial support, investigation, and diagnosis of incidents

•                 Resolving incidents or assign to appropriate second level teams

•                 Contributing technical content and departmental procedures to the Service Desk knowledge base

•                 Participating in process improvement opportunities

•                 Maintaining timely awareness of current initiatives, rollouts, and changes to the technical environment

•                 Working a variety of shifts.