Level 1 Help Desk Support Specialist

Responsibilities

What You’ll Do

The Help Desk Analyst provides troubleshooting and technical support via phone, web-based tools, and email.

He or she provides voice-based and remote technical support to end users for all standard desktop issues and responds to queries. The Help Desk Level 1 will run diagnostic programs, isolates problems, determine and implement solutions. He or she must also be able to demonstrate the capability to achieve results under pressure in a fast-paced client-driven environment and have the ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.

• IT Service Desk - provides first level technical support through phone, email and chat support (if applicable)

• Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution

• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory and Exchange preferred

• Communicates with customers at all levels of technical and non-technical skills sets

• Support for PCs, laptops, printers, cell phones, and tablets etc.

• Support end users in their use of applications such as Microsoft Office, VPN, Citrix, ect

Qualifications

What you’ll Need

• Sound understanding of customer support, operations, and processes

• Able to communicate effectively in French and/or  English written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Nice to Have

• Basic understanding of Service Desk metrics/SLA’s

• Minimum of 2-year experience working in an IT Service Desk/Inbound Call Center environment – preferred.

• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred.

• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred.

Informations

Avantages

Attribution de chèques-restaurant ou de chèques-transport

Assurance de groupe, assurance maladie assurance dentaire ...

Exigences

Compétences:

INFORMATIQUE TRAVAIL EN ÉQUIPE COMMUNICATION