Agent TI – Centre d’Assistance TI | IT Agent - IT Assistance Center

Cirque du Soleil Entertainment Group•Montreal, QC

11d•Onsite

About The Position

Under the supervision of the head of the Information Technology Assistance Center, the agent is responsible for providing technical support to employees, whether in person or remotely. The agent is tasked with handling service tickets (requests, incidents, or problems) and must be able to diagnose and resolve moderately complex technical issues. They must provide professional, courteous, respectful service and clear guidance to users.

Requirements

College diploma in computer science, information technology, or a related field
One to three years of experience in a customer service center
Knowledge of Microsoft software and Windows computers
Fluency in spoken and written French and English communication
Ability to work under pressure and manage multiple tasks simultaneously
Ability to work independently and as part of a team
Customer-oriented and problem-solving skills
On-site work at the company headquarters
Interpersonal skills and the ability to work at the helpdesk counter

Nice To Haves

Mac is an asset

Responsibilities

Take charge of tickets opened by users (requests, incidents, problems)
Diagnose, troubleshoot, and resolve reported technical issues, based on basic knowledge articles
Escalate more complex issues to the head of the service center
Collaborate with other team members to resolve issues
Document the resolution steps in the ticketing system
Ensure user satisfaction by responding effectively and professionally
Work at the ITAC counter to serve clients in person