Bilingual (English/French)Trainer/Help Desk Representative, HARTs

Job city: 
Job region: 
Greater Toronto Area
Application Deadline: 
Friday, November 4, 2016 - 4:00pm
Job terms: 
Full-time contract

Position 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 dynamic, energetic, confident individual to assist with training and HARTs support desk duties.


  • In both official languages, answer phone calls, emails, and provide accurate answers
  • Respond and prioritize incoming telephone, voice mail, and e-mail requests for assistance with the utmost courtesy at all times
  • Resolve requests, questions and concerns frequently requiring analysis of situations to determine best use of resources
  • Accurately log and update requests for assistance using an online ticketing system
  • Offer both technical and non-technical assistance for online users for incoming and outbound calls and emails
  • Participate in all aspects of organizing and facilitating training sessions across Ontario in both English/French
  • Identify and work with development team to implement new features utilizing multimedia applications
  • Provide data entry support and customized reporting with tight turnaround
  • Responsible for creation and deployment of online tutorials utilized by stakeholders
  • Follow daily procedures for working with the programmers to ensure that all inquiries are addressed immediately
  • Compile monthly reports regarding helpdesk tasks completed, outlining the average calls, user concerns and updates for programming suggestions
  • Ensure the project tasks are maintained in a timely manner
  • Other relevant duties as assigned


  • Post-Secondary degree/diploma in the areas of Information Technology, or equivalent job experience
  • Knowledge of content authoring and multi-media software (Camtasia, Adobe Suite, MS Office PowerPoint 2014, Acrobat Pro)
  • Experience with databases and report generation tools
  • Excellent verbal and written skills with an emphasis on spelling and grammar- English/French
  • Polished customer service skills including strong interpersonal and communication skills (English/French) in an helpdesk/support environment
  • Strong ability to handle multiple priorities and deadlines while maintaining attention to detail
  • High level of interpersonal skills, ability to be creative, flexible, persuasive and work co-operatively with diverse stakeholder groups
  • Must be open to learning and development, and be willing to accept new challenges and assignments

How to apply:

Please submit your covering letter and resume quote: 2016-QCIC-145 2 EXT in subject line by November 4th, 2016 by 4:00 p.m. to:


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.

Thank you in advance for your interest. We will only consider complete applications. Only those selected for further screening or an interview will be contacted.