Nature of the 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 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
Skills & Requirements
- Min 3 years of experiences as IT Support
- Fluent in both English/French both written and oral
- Mobile support expertise (iOS, Android)
- Videoconferencing expertise (Webex, Skype)
- very good experiences with support on Windows 10
- Very good communication skills
- User oriented
- Very good skills in all of the MS Office applications
- ITIL V3 Foundation Certified is a plus
