BILINGUAL SERVICE DESK ENGINEER

Reporting To (Title): Service Desk Team Leader

JOB RESPONSIBILITIES:

Overall Purpose:

To provide bilingual (English and French) 24 hour telephone technical support to internal customer base, on various IT applications, including Lotus Notes; MS Office; and Mainframe.

Key Tasks:

  • Prioritising and solving problems identified.
  • Logging, tracking and reporting on all calls received to the Service Desk.
  • Supporting and feeding back to customers through problem resolution a professional, prompt and polite manner.
  • Maintaining task list to a manageable level.
  • Enhancing on-line technical support database by identifying common problems, and developing and adding solutions to the database.
  • Information sharing with other Service Desk team-members, to assist each other and to continuously improve customer service.
  • Adherence to all corporate and customer quality requirements.
  • Setting-up, transferring and deleting of user accounts.
  • Adhere to/improve all internal and customer quality standards.

JOB REQUIREMENTS:

Minimum:

Certificate/FAS Course. Ideally, MCP/CNE & ITIL v3 Foundation.
Fluency in French essential

Ideally 6 months in Customer Service or IT Environment.

Technical Skills:

Trouble-shooting skills in a Windows Environment.

General IT skills.

Attributes:

Ability to learn quickly

Polite

clear telephone manner

ability to work under pressure

ability to multi-task.

Other Skills:

Customer Service Skills.