Bilingual Help Desk Analyst

Responsibilities Field telephone, e-mail and in person requests in a professional, courteous manner Document all decisions made and actions taken, through to final resolution of issues Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution Perform post-resolution follow-ups to help requests General Requirements College diploma or university degree in the field of computer science or 2 – 5 years Help Desk experience Fluent communication in French and English both written and verbal Exceptional written and oral communication skills; presenting ideas in user-friendly language with a focus towards customer service Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Highly self motivated and directed with the ability to work in a team-oriented, collaborative environment Proven analytical and problem-solving skills with the ability to effectively prioritize and execute tasks in a high-pressure environment Technical Requirements Knowledge of basic computer systems and infrastructure, including workstations, monitors, notebooks/laptops, printers, smart phones and peripherals as well as client server applications and basic computer networking Experience supporting desktop operating systems and applications: Windows XP and Windows 7, Microsoft Office 2007, Virus and Spyware protection software Solid understanding of, and work experience with Active Directory and Microsoft Exchange Working knowledge of a wide range of remote connection applications including VNC, Dameware, Remote Desktop Connection, Terminal Services, VPN and Citrix Strong background and practical experience with the use of call tracking systems such as Remedy, OVSD, HEAT, or equivalent Assets: Certifications: MCSE, A+, MOUS, HDI, ITIL and Cisco, Fluent communication Spanish and Portuguese Please submit your resume to ISMK553@kellyservices.com . Be sure to include the following information along with your resume: Current Location Phone number Availability for interview Availability to start the project