Specific tools / skillset :
- Bilingual(French / English) required
- Experience : 12 years of experience in a diversetechnology and customer servicefocused role
- Education : completion of a postsecondary degree orequivalent (e.g. nonspecialized bachelor degree or businessrelatedcommunity college diploma)
- Ability to conversein French is required
- Good understanding andworking knowledge of network protocols
- Solidknowledge and demonstrated experience using desktop products andoperating systems
- Excellent communication andcustomer service skills
- Good problem solvingskills
- Adaptive to change and able to managestress
- Team Player
Roleprofile description :
Responding tocontacts from Service Desk customers and support teams
Responsible for Phone email Selfserve (thruService Now) intake Technical Support and NonTechnical UrgentIncident support.
It is the First Level Support and targets FirstContact resolution.
Performing classificationinitial support investigation and diagnosis of incidents
Resolving incidents or assign to appropriatesecond level teams
Contributing technicalcontent and departmental procedures to the Service Desk knowledgebase
Participating in process improvementopportunities
Maintaining timely awareness ofcurrent initiatives rollouts and changes to the technicalenvironment
Working a variety ofshifts.
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