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Help Desk Consultant

Location: Stittsville, Ontario
Job # 1761771
Date Posted: 12-04-2012



 

Bell Canada’s Business Market Group (BBM) is headquartered in Montreal, with offices in Toronto, Ottawa, Quebec City, Edmonton and Calgary. BBM is in charge of delivering scaleable, integrated, end-to-end solutions to the largest organizations in Canada including government, healthcare, financial, manufacturing, utilities, transportation, and retail industries.

The BBM Staffing Office is in charge of sourcing of talent attraction for contractual resources for the delivery of BBM solutions.

Position Title:  Help Desk Consultant

Duration 6 months will strong possibility of being extended for a full year, this position could lead to permanent

Location:  Stittsville



Essential Skills:

Communication Skills

  • Excellent verbal skills
  • Excellent written skills - organized and concise
  • Ability to communicate relevant details of complex technical issues to non technical customers

Administrative skills

  • Process oriented
  • Able to multi-task and prioritize high volume workload
  • Able to take direction

Education and other Experience

  • College diploma or University Degree
  • Prior experience on a technical Help Desk demonstrating customer service excellence
  • Prior experience in an area demonstrating technical proficiency
  • Knowledge or experience in the field of Public Safety beneficial

Security

  • Enhanced level, secret preferred

Roles and Responsibilities:

  • Responsible for logging and tracking customer requests through to the point of resolution and closure
  • Resolve a percentage of customer's requests at first point of contact as described in customer's SLA /contract
  • Escalate issues seamlessly to appropriate second or third level of support/development group
  • Timely and relevant reporting in ticket system
  • Efficient turnaround of customer issues as documented in the SLA.
  • Develop and strengthen Client and Leadership competencies:
    • Dedicated to meeting the expectations and requirements of all customers
    • Acts with the customer in mind
    • Takes customer’s perspective by placing self in customer’s shoes (understand the customer’s perspective)
    • Proactively deals with customer issues without necessarily being requested by the customer
    • Sets challenging goals for self
    • Motivates team or project members
    • Invites input from each person and shares ownership and visibility
    • Seen as someone people like working with (or for)
    • Helps build team spirit
    • Is a good reader of others and can pick up on their needs and cues
  • Support the learning and development of co-workers
  • Provide single point of contact for all customer requests received by telephone call or by email
  • Ensure all terms and conditions in the Service Level Agreement (SLA) are followed
  • Provide support to peers
  • Participate on the oncall rotation providing support to PSG customers after hours.
  • Other tasks as required

 



 

Etienne Malouin
Senior Resource Manager
Bell Business Markets/Professional Services (CRMO)
Ottawa, Ontario

Tel: (613)785-2314
etienne.malouin@bell.ca
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