Bilingual Service Desk Specialist

Job Description

Bilingual Service Desk Specialist:
On behalf of our Financial Services client, Procom is searching for a Bilingual Service Desk Specialist for a 6-month contract role. This position is a hybrid position with once a month onsite at our client’s Montréal office.

Bilingual Service Desk Specialist - Job Description:
The Bilingual Service Desk Specialist will assist Advisors, their Assistants, and Multi-Advisor Corporations with everyday IT problems, ranging from simple to complex, primarily over the phone. The role involves providing efficient and calm support to resolve issues, with training and support provided to help you learn more about the job.

Bilingual Service Desk Specialist - Responsibilities:
• Help the Advisor community with IT issues by answering calls
• Listen carefully to understand problems and ask clear questions to find solutions
• Use the Knowledgebase and personal experience to resolve client issues
• Explain solutions in a clear, simple manner
• Search the Knowledgebase using keywords and ask colleagues for help through online chats
• Get support from coaches and experienced teammates
• Record clear notes after each call, detailing the solution or next steps
• Enhance the Knowledgebase by sharing learnings
• Participate in structured training and continue learning new systems and solutions over time
• Collaborate with the team to find solutions and improve daily tasks

Bilingual Service Desk Specialist - Mandatory Skills:
• Minimum 1+ year experience in a call centre and/or technical support environment
• Strong de-escalation skills and ability to remain calm under pressure
• Excellent communication skills with a white-glove customer service mindset
• Technically inclined with strong troubleshooting and problem-solving abilities
• Fully Bilingual in French and English (verbal and written)

Bilingual Service Desk Specialist – Nice-to-Have Skills:
• Experience with ServiceNow or other ticketing systems
• Familiarity with Active Directory
• Strong general technical aptitude and troubleshooting depth

Bilingual Service Desk Specialist – Assignment Length:
This is a 6-month contract to start.

Bilingual Service Desk Specialist - Start Date:
ASAP.

Bilingual Service Desk Specialist - Assignment Location:
Montréal, Quebec, Canada. This position is hybrid with once a month in-office.