• Bilingual Help Desk Support (English/Mandarin)

    Posted Date 2 weeks ago(7/31/2018 9:22 AM)
    Posting Location
    Mississauga, ON
    Req #
    Information Technology
  • Overview

    Bilingual Help Desk Support (English/Mandarin)


    CompuCom is now a part of the Office Depot family of companies. Come join a growing global company that has a laid-back culture, values your skills, focuses on growing your career, and promotes work-life balance. If you are fluently bilingual in English and Mandarin, we would love to have you on the CompuCom team in our Mississauga, Ontario office. 


    Our Help Desk Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access. Help Desk Support Agents will run diagnostic programs, isolate problems, and determine and implement solutions. 


    What You’ll Do­­­

    • IT Service Desk - provides first level technical support through phone, email and chat support (if applicable) for clients who speak Mandarin
    • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
    • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory, and Exchange preferred
    • Communicates with customers at all levels of technical and non-technical skills sets
    • Support for PCs, laptops, printers, cell phones, and tablets etc.
    • Support end users in their use of applications such as Microsoft Office,  VPN, Citrix, ect


    What You’ll Need

    • REQUIRED: Ability to communicate effectively in English/Mandarin both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customersFor non-bilingual Help Desk Role please apply to one of our other postingsAbility to talk and type accurately at least 30 wpm
    • Sound understanding of customer support, operations, and processes
    • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

    Nice to Have yet Not Required

    • Basic knowledge of ITIL
    • Basic understanding of Service Desk metrics/SLA’s
    • Minimum of 1 year experience working in a IT Service Desk/inbound Call Center environment – preferred
    • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
    • Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
    • Certification in relevant IT products/technologies a plus







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