Main tasks
* Respond to requests for assistance received from end users by phone, mail or via other interactive platforms – for example : chat tools - etc. (1ST line customer liaison).
* Diagnose and resolve technical hardware and software issues.
* Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.
* Record and track all the interactions in the ticketing system (Service Management Tool, SMT)
* Monitor progress of incident resolution relative to the appropriate SLA.
* Managing the incident life cycle, including closure and verification.
* follow up with end users to ensure complete resolution of issues.
* Participate in reconfiguration and installation of PC environment.
* Follows standard service desk procedures & processes.
* follow up with customers and users to ensure complete resolution of issues.
* Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.
* Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
* Review and keep documentation up to date (SharePoint, Knowledge base, etc.).
Qualifications
* Good spoken and written knowledge of English AND French (min. B2).
* Excellent knowledge of all round IT (Office, Windows ...).
* Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
* Good expertise on informatics environment (Microsoft OS; internet browsing, Linux an MAC OSX).
* Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.).
* 1 year(s) of work experience in a similar job (traineeships counting as experience).
* Experience with ticketing systems (HP Service Center or other Ticketing systems).
* Excellent customer service skills.
* Excellent written and oral communications skills.
* Good analytical and problem-solving skills.
* Solutions oriented mind.
* Team player with strong communication skills.
* Able to quickly assimilate procedures.
* Able to work well under pressure.
* Comfortable in international and multicultural working environment.
* Punctual, meticulous, and reliable.
Desired qualifications
* Knowledge of/or experience in ITIL environment.
* Knowledge of other EU languages is a plus.