IT Service Desk Support
IT Service Desk Support
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Job Description
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
Relevant IT Service Desk experience in enterprise environments
Knowledge of and experience in the installation maintenance and troubleshooting of Windows OS MS Office and common desktop applications
Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access Notebooks Remote Access and WLAN)
Experience in performing user administration in MS Active Directory and Exchange
Experience of Outlook configuration and troubleshooting in an MS exchange environment
Relevant previous experience of using IT Service Management systems (ex: BMC Remedy)
Relevant previous experience of working under ITIL framework
A good working level of French (spoken)
ITIL v4 certification
Service Desk Analyst certification
Relevant previous experience with Mobile Device Management (MDM) solutions
Handling of incoming calls via the IT Service Desk telephone support line and followup actions
Handling of incoming tickets in the IT Service Desk queues in ticketing systems
Handling of incoming users at the walkin IT Service Desk Kiosk
Handling of incoming emails towards the IT Service Desk mailboxes
Managing and keeping asset management records and systems up to date throughout their lifecycle
Creating updating and managing information records and keeping Information Knowledge systems up to date
Providing input and contribution towards the Continual Service Improvement process
Employment Type
Full Time
