Main tasksRespond 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.).QualificationsGood 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 qualificationsKnowledge of/or experience in ITIL environment.Knowledge of other EU languages is a plus.