Bilingual Trainer/Help Desk Representative, HARTs

POSITION:	Bilingual Trainer/Help Desk Representative, HARTs
EMPLOYMENT STATUS:	Full Time Regular
LOCATION:	Mississauga – Sussex Centre
REPORTING TO:	Helpdesk/Project Coordinator
START DATE:	December 10, 2019
ANNUAL SALARY:	$46,500 to $47,500
SCHEDULE:	35 hrs/week (8:30 am - 4:30 pm)
BENEFITS:	Yes

SUMMARY: The History for Assessments, Referrals and Training system (HARTs) is a real-time information management system, with its primary features being real-time collection, storage and retrieval of data records, and the generation of statistical reports.  The system was developed to provide organizations and stakeholders with an efficient method of client inventory, referral, and statistical information. We require a strong candidate to assist with HARTs Support Desk duties.

 

DUTIES & RESPONSIBILITIES

• Answer phone calls, emails, and provide accurate solutions, in both official languages i.e. English and French
• Ensure that all inquiries are documented in the help desk database
• Resolve requests, questions and concerns frequently requiring analysis of situations to determine best use of resources
• Anticipate potential challenges and work with the team to find solutions
• Conduct manual tests on enhancements /changes made on the application and provides clear feedback on bugs and other test findings/results.
• Ensure that both English and French versions of the user interface are aligned.
• Follow daily procedures for working with the team to ensure that all inquiries are addressed immediately
• Respond to suggestions, concerns utilizing outlined Helpdesk support procedures
• Prepare training materials and conduct training sessions in both English and French
• Assist in planning training sessions
• Compile monthly reports regarding helpdesk tasks completed, outlining the average calls, user concerns and updates for programming suggestions
• Create, update and maintain statistical reports for all stakeholders where needed
• Ensure the project tasks are maintained in a timely manner
• Any other duties as required

 

QUALIFICATIONS

• Minimum Post-Secondary Education or equivalent job experience
• Proficient in MS Office applications, Internet research, and database applications
• Polished customer service skills including strong interpersonal and communication skills (English/French) in an helpdesk/support environment
• Previous experience with HARTs/CLARs is preferred
• Strong ability to handle multiple priorities and deadlines while maintaining attention to detail
• Must be open to learning and development, and be willing to accept new challenges and assignments
• Detail oriented with excellent analytical and problem solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguous.
• Excellent communication, interpersonal and teamwork skills
• A high level of flexibility and adaptability
• Willingness and ability to travel if needed

 

IMPORTANT: Qualified candidates are required to apply for this role on the TCET Career Website using the following link: 

https://hr.tcet.com/TcetJobs.aspx

Make sure to allow pop-ups!

 

Thank you in advance for your interest.

Only those candidates selected for interviews will be contacted.

 

OUR AODA COMMITMENT: The Centre for Education & Training (TCET) is committed to accessibility in employment and to ensuring equal access to employment opportunities for candidates, including persons with disabilities. In compliance with AODA, TCET will endeavour to provide accommodation to persons with disabilities in the recruitment process upon request. If you are selected for an interview and you require accommodation due to a disability during the recruitment process, please notify the hiring supervisor upon scheduling your interview.