Service Desk Specialist
3 weeks ago
We are looking for a Junior Service Desk Technician for one of our clients. Your job scope is as follows:
- Provide first-level technical support to end-users via phone, email, and in-person
- Assess and qualify the request
- Diagnose and troubleshoot hardware, software, and network issues
- Assist with the installation, configuration, and maintenance of computer systems and peripherals
- Process and execute demands/resolve incidents following existing procedures
- Record, track, and document incidents/service requests using the ticketing system
- Ensure timely resolution of incidents in accordance with service level agreements (SLAs)
- Escalate complex issues to senior technicians or other appropriate teams when necessary
- Provide adapted response to user demand and needs
- Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly
- Communicate effectively with users to understand their technical issues and provide clear instructions and solutions
- Follow up with users to ensure issues are resolved to their satisfaction
Skills and Requirements
- Basic understanding of computer hardware, software, and networking concepts with Max 6 months experience
- Familiarity with Windows and/or Mac operating systems
- Knowledge of common office software applications (e.g., Microsoft Office Suite)
Soft Skills
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Customer-oriented with a friendly and patient demeanor
- Certifications: ITIL Foundation or other relevant certifications are a plus
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