Job Description

Title: CNNon Employee- Helpdesk

Location: Halifax, NS (Remote)

Type: Contract

Day to Day job Duties: (what this person will do on a daily/weekly basis)

• Manage inbound requests for support via multiple channels including: Chat, Telephone, Automated Email, Portal Generated requests.
• Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software, and peripherals.
• Answers the help desk line and responds to users' requests regarding computer systems.
• Acknowledges receipt of all user requests within defined service levels.
• Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
• Manage inbound requests for support via multiple channels including: Chat, Telephone, Automated Email, Portal Generated requests.
• Maintains user information and documentation.
• Participates in ensuring that client requests via the ticketing system are managed to closure.
• Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software, and peripherals.
• Answers the help desk line and responds to users' requests regarding computer systems.
• Acknowledges receipt of all user requests within defined service levels.
• Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
• Maintains user information and documentation.
• Participates in ensuring that client requests via the ticketing system are managed to closure

Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)

• Must be fluent in French Canadian and English language
• Strong telephone etiquette skills
• Ability to develop business relationships and communicate effectively with the user community.
• Basic trouble shooting skills.
• Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment

Nice to Have; (But not a must)

Industry Certifications

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