Roles & Responsibilities:

• Primary responsibility is customer service. Being present and available to clients requiring technical assistance.
• Respond to questions received through emails and calls.
• Learn the fundamental operations of the platforms which are being supported.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• Other duties as assigned by the Service Manager.

General Requirements

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Creativity. Ability to think around problems and come up with creative solutions is helpful.
• Ability to work with or without direct supervision.

Operational

• Serve as the single point of contact for customers related to Azure Cloud Support issues.
• Good knowledge of user account administration Azure.
• Develop technical knowledge of Azure and other technologies as required.
• Take ownership and responsibility of an issues from start through to a successful resolution.
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
• The Service Desk Engineer must ensure the support team members to close out their tickets properly.
• Develop sound understanding of IT operations and related applications as well as business related processes and procedures.
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

What we want to see from you:

Knowledge, Skills, and Abilities Required

• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Business professional written and oral French language skills
• Business professional written and oral English skills.
• Familiarity with the fundamental principles of ITIL/SLA
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Priorities and schedule problems. Escalate problem (when required) to the appropriately experienced technician
• Perform post-resolution follow up activities to requests
• Reinforce SLAs to manage end-user expectations

Qualifications

• 1+ year’s work experience in a Service Desk environment
• Knowledge of ITIL Process Frameworks desirable