Description

You provide first-level technical and non-technical support to customers and internal teams.

Diagnose incidents to target first-contact resolution or assign them to second-level support. Own the initial investigation, classification, and resolution of incidents through phone, email, and ServiceNow self-service intake. Contribute technical content and departmental procedures to the Service Desk knowledge base. Participate in process improvement opportunities and maintain awareness of technical environment changes.

Required Skills

• Bilingual proficiency in French and English.
• 1-2 years of experience in a technology and customer service-focused role.
• Working knowledge of network protocols.
• Experience with desktop products and operating systems.
• Strong problem-solving and communication skills.
• Ability to manage stress and adapt to changing environments.
• Post-secondary degree or equivalent, such as a business-related community college diploma.
• Availability to work a variety of shifts.

Preferred Skills

• Experience with ServiceNow intake and ticketing workflows.

Key Skills

Education

Any Gradute