Back to jobs
Featured

Bilingual (French, English) Helpdesk Agent

Montreal, Canada

Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Moneymart, Insta Cheques and the Cheque Cashing store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.

Job Description

The Helpdesk agent reports to the helpdesk managers and is responsible for providing high levels of support to corporate and retail users, ensuring that all customer requests and issues are handled in a timely and professional manner. This role includes call and chat handling, resolving customer issues, supporting mobility and office devices, proficiency in troubleshooting, configuring, and managing network devices such as routers, switches to ensure smooth network operations and meeting performance metrics against established KPIs and SLAs. The helpdesk agent also collaborates with IT teams and SMEs to troubleshoot and resolve technical and functional issues and assists with building knowledge-based solutions.

DUTIES/RESPONSIBILITIES

  • Handling High volume of chats (handling simultaneous chats)
  • Email handling
  • Phone handling (multi-lingual French, English, Spanish - English/Spanish 1 FTE each for 17hours (at least 4-5 resources), M-F 0700-2300 ET, S-S 0700-2200 ET)
  • Basic printer troubleshooting (network printing)
  • Basic Network diagnostics
  • Application troubleshooting (POS log captures, cache clearing, Office, Adobe, etc.)
  • SCCM Software Center installations
  • Browser troubleshooting
  • Office 365
  • Basic Windows 10 Operating system knowledge (confirm disk space, resource consumption, clearing temp files, check Ram, etc.)
  • Western Union security certificate management and installation
  • Assessment skills:  analytics of complex systems and issues, trend analysis. (spotting chat and ticket trends)
  • Detailed oriented for logging Service Requests
  • Software installations
  • Password resets
  • CORE POS user requests (DM, SM, or CSR (Certificate Signing Request) setup, access/login issues)
  • Core back-office (CBO) admin for New CSR setup, pin, bingo card setup for approvals, etc.
  • Provide high levels of support for corporate and retail users.
  • Establish procedures to address customer issues accurately and consistently.
  • Take ownership of high priority incidents and escalate as necessary.
  • Answer questions and provide directions related to products and services.
  • Planning and scheduling time with all areas of IT support to meet service level agreements.
  • Managing call and chat queues to prioritize incoming issues based on business priorities.
  • Coordinate with other departments to resolve issues.
  • Escalate critical issues to support and development teams.
  • Document reported issues and activities in ITSM system.
  • Maintain records of customer interactions for knowledge base articles
  • Provide updates to help desk managers.
  • Collaborate with IT and cross functional teams.
  • Build trustful relationship with stakeholders.
  • Identify opportunities for team effectiveness improvements.
  • Support boardroom equipment and conferencing software (Cisco, Logitech, Microsoft Teams)
  • Support mobility devices(iOS/iPhone/iPads) for VIP and home-based office (HBO) users.
  • Provide software and hardware support to retail locations.
  • End User Support (Software/Hardware):
    • AD/O365 account support
    • Microsoft Authenticator - MFA
    • Desktop, Laptops, MFP (Multi-Function Printers), Tablets (Android/iPads), Retail Peripherals (Check scanners, cameras, receipt printers), VDI (Virtual Desktops)
    • Hardware Management (device driver updates, installation)
    • Inventory Management.
    • Support for operating systems, MS office suite, and other business applications.
    • Address access issues related to password, security, application configuration, troubleshooting and general inquiries.
    • Follow standard EUS and IT Security procedures and log interactions.
    • CMDB asset management
    • Manage, maintain, and deploy desktop images.
    • Escalate complex or urgent issues to relevant IT teams.
  • Network Support:
    • Handle Network topology issues.
    • Router identification and configurations
    • Fail-over network to backup connections.
    • Troubleshoot SDWAN (Software Defined WAN) issues.
    • Dispatch ISP technicians to stores
    • Manage list of Internet Service Providers (ISP)
    • Troubleshoot and escalate store alarm connectivity issues (Tyco) when needed.

Perform other duties as assigned.

Qualifications

EDUCATION

  • Associate or bachelor’s degree in software engineering, Computer Science, IT, Computer Engineering, or similar education or work experience.
  • ITIL certification and/or relevant industry certifications preferred.

EXPERIENCE

  • Minimum of two years in a Helpdesk/Service desk, IT Service Delivery, or Desktop Support role.
  • Experience with customer facing IT systems with complex back-office integrations.
  • Broad knowledge of IT operations (networking, telecom, infrastructure, security, desktop support)
  • Experience with deployment tools (SCCM, PDQ, Altiris, etc.) and PowerShell is a plus.
  • Experience managing Active Directory user environments, hybrid Azure.
  • Experience managing and maintaining desktop images.
  • Experience troubleshooting corporate desktop hardware and software.
  • Functional knowledge of financial instruments and industry domains in a plus.
  • Understanding of networking fundamentals & troubleshooting such as TCP/IP, DHCP, and DNS protocols.
  • Familiarity with troubleshooting various types of network hardware such as routers and switches.
  • Proficient in configuring and managing devices to ensure smooth network operations.
  • Experience in Router identification and configurations, fail-over to backup connections.
  • Knowledge of SDWAN (Software Defined WAN)

SKILLS

  • Microsoft 365 admin or Office 365 certification is a plus.
  • Experience in hybrid Active Directory Environments.
  • Outstanding communication skills (customer interaction, updates, analysis)
  • Ability to articulate complex technical information into simple-to-understand terms.
  • Problem-Solving Skills.
  • Excellent Written communication (documentation of system issues, analysis, solutions in the ITSM system, and feedback for improvement of help desk procedures)
  • Time management
  • Knowledge of help desk software, ticketing systems, and databases
  • Experience leveraging geographically diverse IT support teams
  • Proficiency in the English and French language is required.

Additional Information

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...
Select...

Employment and Verification Information:

  • Money Mart will review all submissions, and interview the most qualified candidates based on their knowledge, skills, abilities, and other competencies.
  • Candidates who do not meet the requirements, in the recruitment process, for employment will remain classified as applicants and may re-apply for any future job posting and shall receive equal consideration.
  • Only successful applicants will be contacted.
  • All resumes will be kept on file for a period of three months.
  • Money Mart is committed to protecting the rights of individuals to privacy with regard to the processing of personal data.
  • It is necessary for Money Mart to process personal data in the normal and proper conduct of business operations.
  • Such processing will be conducted fairly and lawfully in accordance with Canada’s Federal Personal Information Protection and Electronic Documents Act including the ten principles set out in the National Canadian Standards Association: Model Code for the Protection of Personal Information.
  • If there is a query regarding the accuracy of your personal data then your query will be dealt with fairly and impartially.
  • Money Mart holds data on prospective, current and former candidates, as well as prospective, current and former staff
  • This data is held securely in electronic and/or as a paper record.
  • The processing of this data is subject to the rules laid down under Canada’s Federal Personal Information Protection and Electronic Documents Act.
  • Personal data will only be used for the proper purposes of the employment business.
  • The protection of your personal data will be governed by the provisions of Canada’s Federal Personal Information Protection and Electronic Documents Act. Access to your data will be restricted to those personnel to whom it is necessary for proper purposes.
Select...