Bilingual Helpdesk Analyst
JOB_53172151119453Job type
ContractLocation
CANADAProfession
InfrastructureIndustry
Banking & Financial ServicesPay
Regarding profilesClosing date
31 Jul 2025
Bilingual Helpdesk Technician
Your new company:
Join a dynamic organization dedicated to providing exceptional IT support to its clients. Our Advisor Technology Support (ATS) team plays a crucial role in ensuring our advisors can focus on their clients by providing seamless IT support.
Join a dynamic organization dedicated to providing exceptional IT support to its clients. Our Advisor Technology Support (ATS) team plays a crucial role in ensuring our advisors can focus on their clients by providing seamless IT support.
Your new role:
As a member of the Advisor Technology Support Team, you will be the first line of support for the advisor community’s technical issues. You will work as part of an IT support team, proactively coming up with solutions and ensuring advisors can get back to work as soon as possible.
As a member of the Advisor Technology Support Team, you will be the first line of support for the advisor community’s technical issues. You will work as part of an IT support team, proactively coming up with solutions and ensuring advisors can get back to work as soon as possible.
What you'll need to succeed:
- A background in IT is beneficial but not required.
- Strong problem-solving skills and a resourceful approach.
- Excellent communication skills to understand and address client needs.
- Ability to work collaboratively within a team and seek help when needed.
- Willingness to learn and adapt through structured training, guidance, and coaching.
What you'll get in return:
- Comprehensive training to build your confidence and technical knowledge.
- A supportive network of colleagues and coaches, both in the office and online.
- Opportunities to empower clients with seamless service from start to finish.
- A chance to contribute to the improvement of our Knowledge Base and overall client experience.
- A dynamic work environment where your ideas for streamlining tasks are valued.
What you need to do now:
If you are ready to join a team that values your growth and empowers you to make a difference, apply now to become a part of our Advisor Technology Support Team.
If you are ready to join a team that values your growth and empowers you to make a difference, apply now to become a part of our Advisor Technology Support Team.
What we do:
Here on the ATS Support Line, we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.
Here on the ATS Support Line, we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.
Job role & objectives:
Once you join the team, the training given will build the confidence you need to take calls. We don’t expect you to know everything from day one. Thanks to a gradual process of structured training, guidance, and coaching, you’ll get there. You will be taught what you need to know from the technical aspect and as your confidence grows, you will take calls by yourself, safe in the knowledge that there is a support network around you, in the office and online. By us empowering you, you can empower our clients with a seamless service from start to finish. Having a background in IT may mean you will be more familiar with some of the issues that arise and some of the technical terms used by the team, but the coaching is available for every successful applicant whether or not they have ever taken any formal IT courses.
Once you join the team, the training given will build the confidence you need to take calls. We don’t expect you to know everything from day one. Thanks to a gradual process of structured training, guidance, and coaching, you’ll get there. You will be taught what you need to know from the technical aspect and as your confidence grows, you will take calls by yourself, safe in the knowledge that there is a support network around you, in the office and online. By us empowering you, you can empower our clients with a seamless service from start to finish. Having a background in IT may mean you will be more familiar with some of the issues that arise and some of the technical terms used by the team, but the coaching is available for every successful applicant whether or not they have ever taken any formal IT courses.
Responsibilities:
- You will be the first line of support for the advisor community’s technical issues.
- Work as part of an IT support team, proactively coming up with solutions.
- Facilitate clients getting back to work as soon as possible.
- Liaise between Advisors and ATS Specialists to schedule technical support.
- Manage ATS Specialist Calendars and assign work effectively.
- Address and triage email support.
- Decide the best way to help the client by listening carefully and asking the right questions.
- Search the Knowledge Base (KB) by typing in a few keywords.
- Ask more experienced colleagues for help, in person or in online real-time group chats.
- Log call details to help track and learn from calls to improve client experiences.
- Send issues to specialized teams when necessary, keeping clients informed of next steps.
- Share experiences from each call to help maintain and improve the Knowledge Base.
- Look for opportunities to streamline daily tasks to add value to the team and clients.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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Bilingual Helpdesk AnalystJOB_531721511194532025-05-142025-07-31
Talk to Mickael Luengo, the specialist consultant managing this position
Located in Toronto (EN), 8 King Street East, 20th FloorTelephone: 2892716477JOB_53172151119453