Service Desk Specialist

Join our team and provide excellent customer service and technical support to our French-speaking clients.

Job Responsibilities:
1. Help Desk Support
a. Install, configure and troubleshoot MS Office Applications; PC Operating System (ex. Windows 98/XP/2000/7/Mac);
b. Install and troubleshoot typical Window-based desktop applications (Anti-Virus, MS Project, Acrobat Reader, Internet Explorer);
c. Perform basic troubleshooting PC and network environments;
d. Respond quickly and courteously to customers asking help via phone, email, remote access, or onsite support; and provide answers to all questions addressed to them.
e. Conduct research and make use of information resources and knowledge bases at hand, and coordinates with other Help Desk Support Specialists and internal IT colleagues to provide resolution to inquiries and concerns.
f. Comply with the defined SOP for all tasks assigned;
g. Adhering to the defined SLA with customers;

2. Administrative
a. Closes tickets as soon as they are resolved;
b. Maintains and updates daily monitoring of deliverables of service;
c. Prepares and submits needed reports;

3. Teamwork
a. Flexibly adjust schedule ensuring 24 x 7 service.
b. Ensures timely and accurate turnover of activities to the next Help Desk team member on duty;

Experience
? Has at least one (1) year of experience on tasks related to IT Help Desk including but not limited to problem tracking, phone consulting, voicemail consulting among others.
? Exposure in technical set-up, configuration and maintenance of different applications, network environments, software tools an advantage.
? Exposure in dealing and talking with end customers.