Job Summary

Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance. • Respond to questions from all emails and callers. • Become familiar with each client and their respective applications. • Learn fundamental operations of commonly used software, hardware, and other equipment. • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software. • Become familiar with helpdesk policies and services. • Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department. • Other duties as assigned by the Service Manager.

Key Responsibilities

1. Provide hardware/software/network problem diagnosis/resolution via telephone for customers’ end users
2. Route problems to internal support group
3. Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
4. Administer and provide User Access in various systems
5. Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
6. Excellent communication and conversation skills (both verbal and written)
7. Fluent English and French
8. Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
9. Ability to acquire new information quickly and the willingness to do so at all times

Skill Requirements

1. Understanding of the IT environment and readiness to learn new processes and technologies
2. Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
3. ITIL knowledge and certification would be an asset
4. Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira etc.

Other Requirements

1. 1 year of previous IT experience (Customer Service & Technical Support