This role is in office for the 1st 2-3 months while training. After that it moves to a weekly rotation every 3-4 weeks.

Responsibilities/Duties:

- Serve as the first point of contact for clients seeking assistance over the phone or email.

- Provide desktop support (configuration of laptops and desktops)

- Manage equipment shipments

- Create and assign incident and service request tickets

- Work with Technical Support Groups to diagnose and resolve problems and issues as required.

- Prioritize problems, escalate High Priority requests.

- Follow-up with clients to ensure resolution is complete and timely.

- Develop an understanding of the business workplace and maintain technical knowledge.

- Dispatch appropriate resources for facilities related requests.

- Dispatch technical service for software and hardware problems.

- Facilitate Incident Management

Minimum Requirements:

- University degree and 2 to 3 years of Help Desk work experience.

or

- College Diploma and 3 to 5 years of Service Desk work experience.

- Experience supporting all Windows Clients, MS Office Products is required .

- Knowledge of TCP/IP, Ethernet.

- Experience working with Incident,



Problem and Change management.

- Experience using Service Desk for Ticketing Incidents and Documenting of Service Calls.

- Experience in supporting client server; terminal emulators and host-based systems.

- Experience working in an outsourced services and co-location environment an asset.

- Ability to effectively translate technical information and procedures to end-users.

- Troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions.

- Dedication to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.

- Excellent interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals.

- Excellent written and verbal communication skills are required.

- Able to remain productive in time-sensitive and fast-paced environment.

- Bilingual (English/French) communication skills

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📌 Help Desk Level 2 - Hybrid - Montreal (English and French) (Quebec City)
🏢 nugget.ai
📍 Quebec City