Your tasks:
* Serve as a dedicated service desk agent, incident analyst, and problem solver.
* Ensure swift incident analysis, prioritizing first and second-line customer interactions to achieve an outstanding first call resolution rate.
* Maintain meticulous records of incident and problem information.
* Offer expert support both remotely and on-site, providing solutions where they are needed most.
* Play a pivotal role in PC environment reconfiguration and installation.
* Contribute to the creation of comprehensive operational support procedures.
* Craft technical content to enrich our knowledge database.
* Manage application testing and administration.
* Collaborate closely with system administration and database administration for seamless execution of tasks.
Your profile:
We value talent and expertise! To thrive in this role, you should bring:
* Proficiency in both French and English, unlocking effective communication channels.
* An ITILV4 certification.
* A minimum of 3 years' hands-on experience in a similar position.
* Basic knowledge of network systems.
* Prior experience working with a ticketing system.
* Excellent proficiency in all Microsoft Office applications.
* A collaborative team spirit paired with a strong customer-centric mindset