Nature of tasks
Service desk agent, incident agent and analyst, problem agent and analyst
Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate
First and second-line support: remote and on-site support
Recording & tracking incident and request information
Recording & tracking Problem information
Participating in reconfiguration/installation of PC environment
Documenting operational support procedures
Drafting technical content for knowledge database
IT support specialist must be able to perform all tasks of a service desk operator
Testing and administration of applications
Liaising with system administration and database administration for execution of administration tasks
ITSS may be asked to fulfil SDO tasks and vice-versa when working for MEP IT Support
Requirements
General
Highly autonomous and broadly IT skilled
Problem solving skills
Analysis and technical skills
Very good skills in all of the MS office applications
Very good skills with end user computers and, more specifically, Windows computers
Good understanding of the main mobile devices platforms and core mobile applications
ITIL V4 Foundation Certified (or where absent, a (TM-1 or FP-2) penalty may apply and the certification must be passed within 3 months after the start of the contract)
Experience
Minimum of 3 years of relevant professional experience
Language and communication skills
Fluent in both English/French both written and oral