Help Desk Representative (must be Fluent in French) Job in New York 10018, New York US

Duties and responsibilities:

·         Provide 1st line support to users. 

·         Attend to the phone lines, monitor the Call Centre mailbox and log Service Requests as per Standard Operating Procedures

·         Facilitate on-the-spot resolutions by providing quick over-the-phone responses to routine queries and incidents in an efficient and friendly manner

·         Assign Call Centre technicians to specific assignments or route calls to other support groups based on established, agreed procedures and manage the escalation of calls by accurately recording the necessary information to ensure effective resolution

·         Coordinate with and inform the supervisor of any major incidents, urgent VIP issues or calls falling outside the normal domain of services

·         Perform additional duties and work extra hours as required.

 

 

Qualifications and experience required:

 

·         Graduation from secondary school supplemented by specialised training in IT

·         Good technical knowledge of Lotus Notes and general knowledge of business applications.

·         Excellent phone manners and good interpersonal skills required.

·         Several years experience working with application and technical support in a Service Desk environment.

·         Experience using Microsoft Office Suite and Lotus Notes.

·         Knowledge of laptop, printer and blackberry support is highly desirable.

·         Excellent knowledge of English and French is required.