Bilingual IT Help Desk Support

How you will make a difference:

The position of Bilingual IT Help Desk Support provides user support and customer service on Company supported computer applications and platforms as well as troubleshooting problems and advising on the appropriate action.

Responsibilities

• Serve as primary point of contact for users regarding overall support, policies and procedures
• Assign/escalate issues to appropriate IT Systems Support technician
• Keep users always informed on status of their tickets
• Follow up with assigned personnel to ensure timely resolution of problems
• Document and maintain solutions in appropriate support systems
• Escalate recurring problems to the IT Support Team Lead, ensuring that all efforts at troubleshooting the issue have been made
• Proactively identify improvement opportunities and work with the Manager, IT Support to implement processes that enhance Help Desk operations
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