Job Description:
">
* Provide exceptional customer service as a service desk agent, resolving technical issues and escalating complex problems to relevant teams.
* Collaborate with colleagues to maximize first-call resolution rates and ensure timely issue resolution.
* Offer remote and on-site support for IT-related queries, utilizing strong problem-solving skills to troubleshoot issues efficiently.
* Record and track incident and request information accurately, maintaining a comprehensive knowledge base for future reference.
* Document operational support procedures and contribute to the development of technical content for the company's knowledge database.
* Promote a culture of continuous learning and professional growth within the team.
* Liaise with system administration and database administration teams to facilitate seamless execution of tasks.
Key Responsibilities:
* Deliver high-quality support services, adhering to industry standards and best practices.
* Maintain excellent communication and interpersonal skills, interacting effectively with colleagues, customers, and stakeholders.
* Stay up-to-date with emerging technologies, trends, and innovations in the field of IT support.
Requirements:
* Minimum 3 years of relevant professional experience in IT support or a related field.
* Demonstrated expertise in MS Office applications, end-user computers, and Windows operating systems.
* Good understanding of mobile devices platforms and core mobile applications.
* ITIL V4 Foundation certification is highly desirable.
Language and Communication Skills:
* Fluency in English (written and oral) is essential; proficiency in French is also required.
* Strong diplomatic and user-oriented communication skills are necessary for effective collaboration with diverse stakeholders.
* Empathy and user orientation are critical for providing exceptional customer experiences.