Nature of tasks
* Service desk agent, incident agent and analyst, problem agent and analyst
* Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate
* First and second-line support: remote and on-site support
* Recording & tracking incident and request information
* Recording & tracking Problem information
* Participating in reconfiguration/installation of PC environment
* Documenting operational support procedures
* Drafting technical content for knowledge database
* IT support specialist must be able to perform all tasks of a service desk operator
* Testing and administration of applications
* Liaising with system administration and database administration for execution of administration tasks
* ITSS may be asked to fulfil SDO tasks and vice-versa when working for MEP IT Support
General
* Highly autonomous and broadly IT skilled
* Problem solving skills
Analysis and technical skills
* Very good skills in all of the MS office applications
* Very good skills with end user computers and, more specifically, Windows computers
* Good understanding of the main mobile devices platforms and core mobile applications
* ITIL V4 Foundation Certified (or where absent, a (TM-1 or FP-2) penalty may apply and the certification must be passed within 3 months after the start of the contract)
Experience
* Minimum of 3 years of relevant professional experience
Language and communication skills
* Fluent in both English/French both written and oral