Description;
Specific tools/skillset:
· Bilingual (French/English) required
· Experience: 1-2 years of experience in a diverse technology and customer service-focused role
· Education: completion of a post-secondary degree or equivalent (e.g. non-specialized bachelor degree or business-related community college diploma)
· Ability to converse in French is required
· Good understanding and working knowledge of network protocols
· Solid knowledge and demonstrated experience using desktop products and operating systems
· Excellent communication and customer service skills
· Good problem solving skills
· Adaptive to change and able to manage stress
· Team Player
Role profile description:
• Responding to contacts from Service Desk customers and support teams
· Responsible for Phone, email, Self-serve (thru Service Now) intake, Technical Support and Non-Technical Urgent Incident support. It is the First Level Support and targets First Contact resolution.
· Performing classification, initial support, investigation, and diagnosis of incidents
• Resolving incidents or assign to appropriate second level teams
• Contributing technical content and departmental procedures to the Service Desk knowledge base
• Participating in process improvement opportunities
• Maintaining timely awareness of current initiatives, rollouts, and changes to the technical environment
• Working a variety of shifts
Any Gradute