Helpdesk Support

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.