Service Desk (French)
Help Desk Support:
Install, configure, and troubleshoot Microsoft Office applications and PC operating systems (e.g., Windows 98/XP/2000/7/Mac).
Install and troubleshoot common Windows-based desktop applications such as antivirus software, MS Project, Acrobat Reader, and Internet Explorer.
Perform basic troubleshooting for PC hardware and network environments.
Provide prompt, courteous support to customers via phone, email, remote access, or onsite visits, addressing and resolving their inquiries.
Conduct research using available resources and knowledge bases, and collaborate with other Help Desk Support Specialists and internal IT teams to resolve issues.
Follow established Standard Operating Procedures (SOP) for all assigned tasks.
Meet Service Level Agreements (SLA) standards when interacting with customers.
Administrative Duties:
Close support tickets promptly upon resolution.
Maintain and update daily monitoring logs of service deliverables.
Prepare and submit required reports accurately and on time.
Team Collaboration:
Adjust schedule flexibly to ensure 24/7 service coverage.
Ensure timely and accurate turnover of activities to the next Help Desk team member on shift.