Help Desk Support Specialist - French Speaker
The Help Desk Support Specialist is responsible for providing 1st level of support to all all customers with their questions about any of the supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
• Responsible for assisting all customers with their questions about the published services, software and computing platforms being supported – via phone, email or remote connection;
• Maintains a high degree of customer service for all support queries and adhere to all service management principles.
• Consistently logs, tags, tracks and resolves and close simple to mid-stream issues to the satisfaction of the customers.
• Properly escalate and coordinate reported incidents by following the escalation process defined;
• Follow appropriate handover process for outstanding logged tickets;
• Responsible for updating documentation such as calls received and type of resolution given to a client;
• Coordinates with other IT internal groups including the Infrastructure and Applications groups to ensure that service level agreements with the customers are met;
• Complies with the Company’s Policies and Procedures, including Information Security;
KEY RESULTS AREAS/JOB RESPONSIBILITIES:
1. Help Desk Support
a. Install, configure and troubleshoot MS Office Applications; PC Operating System (ex. Windows 98/XP/2000/7/Mac);
b. Install and troubleshoot typical Window-based desktop applications (Anti-Virus, MS Project, Acrobat Reader, Internet Explorer);
c. Perform basic troubleshooting PC and network environments;
d. Respond quickly and courteously to customers asking help via phone, email, remote access, or onsite support; and provide answers to all questions addressed to them.
e. Conduct research and make use of information resources and knowledge bases at hand, and coordinates with other Help Desk Support Specialists and internal IT colleagues to provide resolution to inquiries and concerns.
f. Comply with the defined SOP for all tasks assigned;
g. Adhering to the defined SLA with customers;
2. Administrative
a. Closes tickets as soon as they are resolved;
b. Maintains and updates daily monitoring of deliverables of service;
c. Prepares and submits needed reports;
3. Teamwork
a. Flexibly adjust schedule ensuring 24 x 7 service.
b. Ensures timely and accurate turnover of activities to the next Help Desk team member on duty;
4. Learning and Development
a. Expand knowledge on business process and IT related information;
b. Stay abreast of current technology, system information, problems, changes and updates relevant to the team;
5. Performance of other tasks as maybe assigned.