Information Technology Support Technician

JOB DESCRIPTION

Main tasks

• Make an initial assessment of incident, attempt to resolve
• Record and track incident and problem information in a ticketing system
• Monitor progress of incident resolution relative to the appropriate SLA
• Manage the incident life-cycle, including closure and verification
• Participate in reconfiguration and installation of PC environment
• Follow standard service desk procedures and processes
• Advise staff on appropriate action and maintain the ownership of the incident and ensure updates
• Serve as liaison between staff and the technology department to resolve issues and redirect issues to the appropriate resources

Required profile

• Languages: English + French (+ any other language would be an asset)
• We are looking for motivated Helpdesk: junior level with one year experience
• Knowledge in 0365 (Outlook, Excel, Windows) and hardware