* Help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
* Technical helpdesk or technical call center experience.
Tâches
* Communicate comfortably and effectively with customers and management
* Demonstrable Subject Matter Expert on Service Desk
* Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
* Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;
* Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
* Route problems to internal I.M. support staff
* Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
* Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's
* Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up
Exigences
* Education – any formal background will be considered, IT background preferred.
* Analytical and systematic problem solving skills required.
* Good French & English written and communicational fluency expected.
* Phone support experience.
* Technical helpdesk or technical call center experience.
* Technical & customer specific training will be provided.
Avantages
Full time remote work.