Job Details

Helpdesk Representative - Bilingual
Job Number: - J0214-0175 - Full time Salaried

Category:  Infrastructure

Job Location:  London, London, Ontario, Canada

Posting Date (dd/mm/yyyy):  10/06/2014

Reports To:  Manager, Help Desk Operations

D+H is a leading provider of secure and reliable technology solutions to North American financial institutions with a reputation for being a trusted partner that helps clients build deeper, more profitable relationships with their customers based on rich industry and market insight, and consumer knowledge. Our integrated, compliant technology solutions enable clients to grow, compete, and optimize their operations, while our forward looking approach helps them stay ahead of the market and anticipate changing consumer needs.

Today, over 6,200 banks and credit unions across North America rely on D+H to deliver solutions across three broad service areas: Banking and Lending Technology, including core banking, lending and compliance, and channel solutions; Lending Processing Solutions; and Payments Solutions.

In 2013, D+H rose to 33th on the FinTech 100, a ranking of the top technology providers to the global financial services industry, and is ranked 24th on the 2013 Branham 300, a listing of top Canadian ICT companies.

Headquartered in Toronto, Canada, D+H employs approximately 4,100 people across North America and is publicly traded on the Toronto Stock Exchange under the symbol “DH”.

Our Vision
To be the North American FinTech provider of solutions that support our clients own growth.

Our Mission
Through a flexible and highly collaborative approach, we are passionate about delivering tailored, integrated solutions, based on a deep understanding of what matters to our customers and their clients.

The Position

The Helpdesk Representative is an active member of the primary support team / Help Desk for day-to-day calls for assistance in resolving technical issues impacting the client’s use of D+H applications. The support provided ranges from troubleshooting software, hardware and network issues impacting the client’s ability to use the applications effectively, assistance with proper use of the business specific application and access related support such as password resets. In support of their role, the representative uses computerized systems for tracking, information gathering, and/or troubleshooting.

The Helpdesk Representative must quickly and accurately identify and assess issue(s) and provide resolution to the client when possible or when the problem is beyond the scope of the Helpdesk Representative, ensure that the problem is properly investigated, assessed and documented before escalating the issue to the appropriate resource.

Specific Accountabilities

+ Provide customers with effective and timely first-level technical support over the telephone.
+ Monitor and respond to email support requests from clients.
+ Actively listen and probe for pertinent information to assist in identification of the issue and potential actions for resolution.
+ Access internal knowledgebase systems for appropriate guidelines / checklists / templates / series of questions, to complete effective investigation and determine steps to be taken in problem resolution.
+ Ensure the client has been provided with accurate ticket information and expectation of follow-up (if required).
+ Clearly, accurately and fully document, in internal tracking system, the nature and scope of the issue and any actions taken along with results, upon completion of each call / activity.
+ Prioritize issues by impact and urgency.
+ Immediately communicate/escalate specific critical situations (e.g., system outages) with potential to impact multiple clients, per internal escalation process.
+ Escalate issues that cannot be resolved by first level support per internal protocols.
+ Document and provide record of recommended enhancement(s) put forward directly by clients or discovered during use of applications.
+ Contribute to the identification of repeat issues or inquiries by notifying appropriate escalation point or supervisor.
+ Comply with internal controls and policies, as applicable.
+ Actively participate in continuous improvement initiatives.
+ Actively participate in team meetings and team building activities.
+ Document product enhancement suggestions from clients.
+ Gather and document system and usage information to assist D+H with fulfilling customer needs.
+ Assist clients with new user setup inquiries. Complete quality assurance testing for small production changes.
+ Review existing tickets and provide analysis


+ Bilingual (English / French) - Must be fully bilingual both written & spoken.
+ Ability to professionally and capably deal with agitated or irate customers.
+ Strong troubleshooting skills.
+ Strong browser support (Internet Explorer and Firefox).
+ Good working knowledge of MS Office.
+ Must be able to work day or evening shifts.
+ Self-directed team player with a strong drive to succeed and a high degree of enthusiasm.
+ Ability to perform multiple tasks and manage multiple issues at the same time.
+ Strong organizational, interpersonal and communication skills.
+ Strong ability to apply analytical and problem-solving skills.
+ Strong and developed verbal communication skills. Clear and professional telephone communication skills.
+ Strong written communication skills – Concise and accurate- able to document complex issues and actions.
+ Familiarity with HTML and Microsoft Access an asset.
+ Good working knowledge of ITIL concepts an asset.
+ Familiarity with Windows and MAC Operating Systems, databases, java support, network topologies and devices an asset.

D+H values employment equity and is an equal opportunity employer. We encourage applications from all qualified candidates, including members of designated groups. D+H will provide reasonable workplace accommodation to applicants with disabilities.

D+H promotes a safe and secure work environment that protects all D+H employees and the assets entrusted to us. All successful candidates will be required to undergo a thorough background screening process including, but not limited to, criminal and credit background screening as well as employment reference checks. Only candidates who meet or exceed the background screening requirements will be considered for employment with D+H.

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