IT Support

The role: To provide our customers with quality service, focusing on consistent and efficient support through: Communication, Continuous improvement of processes and tools & Customer engagement.

What you will do:

Service desk will support the below mentioned activities:

• Applications supported L1 or in catch and dispatch,

• On boarding / Off boarding of user from customer systems,

• MS exchange / 0365 L1 issues,

• EUS L1 troubleshooting, Software installations, logging Service Requests and Incidents on user request, providing updates on chase calls,

• Identifying and categorising P1/P2 tickets

• Participating in application on boarding process,

• User access management activities on applications in scope can be performed by L1 support.

·       Provide support using following contact mediums – Phone, Email.

·       Chat and Self-Service go live post approval from customer.

·       Enable telephony system for users to be able to call Service Desk.

·       Handle Incidents: Resolve all L1 incidents or triage (catch and dispatch) L2 or other cases to right resolver group.

·       Service Request management

·       Provide first call resolution on resolvable cases.

·       Customer satisfaction management.

·       Identify top call category to propose actions such as training, improvement or automation.

·       Manage SLA& KPI.

·       The technical environment is ServiceNow– ITSM and LogMeIn support tool (Remote desktop management tool …).

·       Standard operating procedure documentation and maintenance (with respect to service management team recommendations).

Who are we looking for:

·        Bachelor’s degree from Computer Science, Information Systems, or related field, required.

·        Minimum 3 years of IT industry experience with a concentration on IT service desk management including incident and requests.

·        French speaking AND English speaking are BOTH MANDATORY.

·        Strong verbal and written communication skills.