#117489BR
and managing tickets received via phone (around 40 calls per day) and emails
1st line support - remote troubleshooting and resolution of IT problems related to end user devices, network, applications and computer peripherals
Prioritize requests and incidents based on impact and urgency by selecting severity level
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Creating and updating support documentation and knowledge base articles to assist other support staff and end users
What we expect from you?
Excellent written and verbal communication skills in French and English
Strong active listening skills and ability to work independently
A big advantage will be prior IT support experience related to passord reset, software installation and general user management
Basic understanding of computers, network, software, mobile devices and cloud based technologies
Ownership, responsibility and critical thinking
Employee perks, benefits: