French Canadian Help Desk Agent

About Atos Group

Atos Group is a global leader in digital transformation with c. 67,000 employees and annual revenue of c. €10 billion, operating in 61 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE is listed on Euronext Paris.

The purpose of Atos Group is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Job in a nutshell:

As a Service Desk Agent, you will be the first point of contact for users experiencing technical issues. Your role is essential in ensuring a smooth and efficient resolution process by leveraging your troubleshooting skills across multiple communication channels. You’ll work in a dynamic environment where quick thinking, clear communication, and a customer-first mindset are key to delivering high-quality support. Fluency in both French Canadian and English is required to assist a diverse user base effectively.

What will you be doing:

• Troubleshoot hardware, software, and network operating problems via phone, email, chat, and/or web.

• Apply understanding of information systems products and services to assist users.

• Identify, investigate, and research user questions and problems.

• Isolate and resolve information systems issues.

• Coordinate referrals to appropriate technical, professional, or service personnel.

• Receive and prioritize issues, forwarding them using appropriate escalation procedures.

• Handle multiple incoming contacts (chat, email, voice).

Requirements:

• Conversational level in French Canadian and English (mandatory).

• Minimum 1 year of experience in Service Desk, Call Center, or IT Help Desk.

• Clear and effective verbal & written communication skills.

• Customer Service experience required.

• Technical experience desired; ITIL v3 experience preferred.

• Basic Office Package knowledge required.

• Operating Systems: Windows XP, Vista, 7, 8, MAC.

• Email Platforms: Outlook, Lotus Notes.

• Mobile Device Knowledge: Google, Blackberry, iPhone, iPad, Android.

• Tools & Applications Knowledge Desired: AMP Remedy, Service Now, Service Center (Peregrine), Avaya CMS.

• Ability to multitask and manage multiple incoming contacts (chat, email, voice). 

Our benefits:

Our compensation includes Mexican Legal benefits plus benefit above the law:

- Savings fund

- Major Medical Insurance (Including Dental, Visual and Telemedicine)

- Life insurance

- Food vouchers

- Restaurant vouchers

- Attendance bonus

- Vacation bonus

- Christmas bonus (Number of days above the law)

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