Service Desk

What You’ll Do:

• Provide remote service assistance through the use of various web-based remote support tools when necessary.
• Receive and respond to service requests for assistance via telephone and email in accordance with each client’s.
• Service Level Agreement (SLA).
• Maintain service ticket ownership throughout the life of the support incident.
• Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
• Actively monitor all customer systems and services and respond to device-down scenarios.
• Develop knowledge of multiple systems and processes in order to troubleshoot problems.
• React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
• Follow all other processes and quality standards as assigned by the Service Desk Manager.
• Availability to work 24/7.

What you should have:

• College Diploma or equivalent (preferably a CTESP or CET (in networking, computing, telecom)
• Technical knowledge in Service Operation and Workplace Desktop (support to users)
• Knowledge of infrastructures of networks LAN/WAN (IP, DNS, DHCP).
• Know how to work on platforms Windows Server, Active Directory, 0365, create email boxes, give permissions and levels of access, files and shared printers.
• Knowledge of remote desktop, backup systems and virtualization (HYPERV, VMWARE)
• Good problem solving capacity
• Knowledge of ITIL
• Good english skills
• Availability to do shifts