Our client in the IT sector is seeking to recruit a Service Desk Officer.
Duties & Responsibilities:
Provide IT first level support to customers seeking technical assistance over the phone or email.
Record & track support issues and incidents within the Help Desk Management system.
Assign issues and incidents to the appropriate 2nd level support team.
Monitor progress, follow up with customers and internal team, escalate to next level if necessary, provide feedback and update status.
Contribute to build knowledge base
Walk all stakeholders through the Helpdesk procedures and ensure agreed services levels are maintained.
Recommend process and procedure improvements to exceed customers’ satisfaction
Diploma in IT or Ongoing studies at Bachelor Level in
Excellent written, verbal and interpersonal communication skills in both English & French.
Excellent customer service skills
Good diagnostic, problem solving and time management skills.
Tech savvy and ability to grasp new processes, services and concepts quickly.
Ability to work after working hours when needed.
A first hand experience in troubleshooting and providing IT helpdesk support will be advantage.