French Service Desk Agent

Job Description:

· The selected candidate must speak fluent French, ideally French being the candidates first language and English their second.

· The candidate must have excellent communication skills and be passionate about customer service. Exposure in supporting technical issues for Windows 7, Outlook, office applications and desktop technologies is essential.

· The candidate must have the ability to fault find issues and the desire to learn new things to work out solutions, this is a technical support agent role and we are not looking for someone to just follow scripts ad log tickets.

· Experience in support of iPhones, iPads, Mobile Iron and Direct Access would be advantageous as would experience working with offshore teams.

· Must have a clear understanding of Incident Management and SLAs. ITIL V3 foundation certificate is desirable.

Main Job Tasks and Responsibilities

· Respond to requests for technical assistance in person, via phone and email

· Diagnose and resolve technical hardware and software issues

· Research the solution using available information resources

· Advise user on appropriate action

· Follow standard Service Desk processes

· Should have experience in using ticketing tool. Log all interactions with users and other support groups, in the tool.

· Administer help desk software, actively act on the notifications/alerts received via monitoring tools

· Redirect incidents to appropriate resource or support groups

· Identify and escalate situations requiring urgent attention

· Track and route incidents, requests and document resolutions

· Prepare activity reports and other reports as required for the job

· Stay current with processes, system information, changes and updates

· Has ITIL knowledge

· Prior exposure of IT Helpdesk/Service Desk is a MUST,

· Understands IT Outsourcing services and IT infrastructure terminology

· Experience in call handling and troubleshooting tickets over the phone