Service Desk Agent

We are seeking a dedicated French-Speaking Technical Service Desk Agent to provide first-line support to our users by responding to service desk tickets, emails, and calls in a timely and professional manner. The successful candidate will assist with hardware, software, and application-related issues, ensuring prompt and effective troubleshooting. This role offers an opportunity to grow within IT support, with exposure to various technologies and hands-on problem-solving experience. Key Responsibilities:

• Respond promptly and professionally to incoming service desk tickets, emails, and calls.
• Provide first-line assistance for hardware, software, and application-related issues.
• Support users with account access issues, password resets, and basic troubleshooting tasks.
• Diagnose and resolve Level 1 technical issues, including desktop, application, and peripheral device support.
• Utilize remote desktop tools to troubleshoot and resolve user problems.
• Accurately document troubleshooting steps and solutions in the ticketing system.
• Escalate unresolved or complex issues to Tier 2/3 support teams, ensuring detailed documentation of troubleshooting efforts.
• Follow up with users to ensure issues are resolved to their satisfaction.
• Maintain clear and accurate records of incidents, service requests, and resolutions in the service desk system.
• Contribute to the creation and upkeep of a knowledge base by documenting common issues and solutions.
• Work closely with team members, end-users, and other IT departments to ensure effective and timely resolution of issues.
• Actively participate in team meetings and contribute ideas for improving support processes and service delivery.

Qualifications:

• High school diploma or equivalent (required).
• Associate degree or technical certification in IT or a related field (preferred).
• A+ certification (required).

Experience:

• Previous experience in a help desk or IT support role (preferred).
• Familiarity with Windows OS , Office 365 , and basic networking concepts.

Skills:

• Strong problem-solving and analytical skills.
• Excellent communication skills, both written and verbal, in French and English .
• Customer-focused with a friendly and approachable demeanor.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.

Technical Proficiency:

• Experience with ticketing systems (e.g., Freshdesk ).
• Basic knowledge of Active Directory , Azure user account management , and remote support tools .
• Familiarity with common business applications, including Microsoft Office Suite .
• Knowledge of in-house applications such as AMOS and Priority (preferred).

Why Join Us?

• Be part of a dynamic IT support team where you’ll have the opportunity to learn, grow, and develop professionally.
• Work in a collaborative and customer-focused environment.
• Play a key role in enhancing the user experience by providing effective technical support.

If you are passionate about IT support and thrive in a problem-solving environment, we encourage you to apply for this exciting opportunity!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology, Consulting, and Customer Service

Industries

Information Technology & Services, IT Services and IT Consulting, and IT System Training and Support #J-18808-Ljbffr