Donna Cona is currently seeking several Bilingual Help Desk Analysts for a government client.
Candidate must have the following:
- Bilingual (French and English)
- Enhanced Level security clearance
Assets: ITIL certification
The following tasks are to be performed:
- Extensive experience supporting Windows operating environments (2000/XP) MS Office Suite of products, and Blackberry;
- Experience supporting Document Management systems (i.e CIDM) and ERP’s (Peoplesoft);
- Experience using a call tracking software such as Remedy, Heat or Infoman;
- Record, analyse, prioritize, escalate, track and provide feedback on all incidents received, whether these incidents arrive via the telephone or by electronic means. Agents are expected to solve a significant percentage of incidents at the 1st level incident solving;
- Isolate and identify incidents, devise a solution, if possible, do an initial Incident Matching, and query to the Knowledge Database to identify any global known problems; or analyze the work/change request and forward to an appropriate resolver group;
- When necessary, assign the call to a 2nd or 3rd level support resource for resolution;
- Ensure that automatically populated data in the tickets calls are correct and correct any errors;
- Assume full ownership responsibilities for all calls (initial logging of call, responsible for determining/managing the severity/priority of reported incidents through resolution or dispatching to resolver group, monitoring status of calls, tracking calls, closing all calls with appropriate error codes and informing user of call resolution);
- Dispatch, manage and monitor incident escalation;
- Immediately inform management of server or network problems;
- Pro-actively analyse incidents and problems to detect recurring incidents and forward issues to Problem Management;
- Employ and maintain existing formal processes, procedures, guidelines and methodologies to perform all day-¬to-day activities;
- Provide support for adaptive devices in order to give persons with disabilities access to business required technology;
- Provide support to approved disabled teleworkers with an on site (their home) level of service equal to those working in the departmental offices (teleworkers are persons who work from home on a regular basis during normal working hours, due to a disability or medical problem);
- Follow all existing policies, procedures and guidelines
- Participate in disaster recovery exercises;
- Provide feedback to clients, when necessary; and
- Participate, when requested, in team meetings.
If you feel you possess all of the above please submit your resume to recruiting@donnacona.com, quoting TSS200801 as soon as possible.
