Service Desk Technician

Job Description

We are looking for aService Desk Technicianfor one of our clients. Your job scope is as follows:

• Provide advanced-level technical support to end-users via phone, email, and in-person
• Assess and qualify the request
• Diagnose and troubleshoot hardware, software, and network issues
• Assist with the installation, configuration, and maintenance of computer systems and peripherals
• Process and execute demands/resolve incidents following existing procedures
• Record, track, and document incidents/service requests using the ticketing system
• Ensure timely resolution of incidents in accordance with service level agreements (SLAs)
• Escalate critical issues to senior technicians or other appropriate teams when necessary
• Provide adapted response to user demand and needs
• Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly
• Communicate effectively with users to understand their technical issues and provide clear instructions and solutions
• Follow up with users to ensure issues are resolved to their satisfaction
• Participate in the team's skills development and knowledge management
• Share your knowledge with the rest of the team
• Participate in the integration of newcomers or junior technician
• Contribute to the capitalization of knowledge by writing knowledge sheets, technical notes or procedures
• Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes

• Minimum of2-5 years of experience in a technical supportorservice desk role
• Proven experience in resolving complex technical issues and providing mentorship to junior staff
• In-depth understanding ofcomputer hardware, software, andnetworking concepts
• Proficiency withWindows and/or Macoperating systems
• Knowledge of common office software applications (e.g.,Microsoft Office Suite)
• Experience with ITSM tools and ticketing systems (ServiceNowor others)

• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Customer-oriented with a friendly and patient demeanor
• Leadership abilities and a collaborative team player
• Certifications:ITIL Foundationor other relevant certifications are a plus