Bilingual Helpdesk Specialist

We are working with a Federal Government client seeking a Bilingual HelpDesk Specialist to join their team remotely for a 6-month contract (+ two 6-month option periods). The Bilingual HelpDesk Specialist will support the Finance Team and clients while a new financial system is being implemented.

Roles and Responsibilities

• Provide basic user support and live assistance to employees by email or over MS Teams.
• Perform initial problem analysis and triage problems or advanced user questions to the appropriate team in Finance.
• Track and summarize user questions using collaborative Microsoft Office tools such as SharePoint, so that they may be used to improve user support and tools.
• Adjust responses and support based on customer service feedback by tracking responses and adjusting Frequently Asked Questions (FAQ) with standard answers.
• Conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.

Qualifications and Skills

• Reliability Security Clearance.
• 5 years of experience working performing the following responsibilities:
  • Responding appropriately to user requests and problems;
  • Triaging problems to appropriate staff;
  • Communicate the status of problem resolution to users;
  • Logging and tracking requests for assistance;
  • Conduct periodic user satisfaction surveys and track user problem trends;
  • Make recommendations for improvements based on information provided from user surveys and trends;
  • Develop, implement, and/or participate in the distribution of network related information to help desk procedures;
• 6 months of experience working as a customer service representative within the last 36 months.
• 6+ months working in a Helpdesk or Call Centre environment within the last 60 months.