Service Desk Agent

We are seeking a motivated Service Desk Agent to join our growing team. As a Service Desk Agent, you will play a critical role in providing first-line support to our clients, ensuring that their IT issues are resolved efficiently and effectively. You will have the opportunity to develop your IT skills and grow within the company through our intensive internal training program.

Key Responsibilities:

• Serve as the first point of contact for end-users, providing exceptional customer service and support via phone, email, and chat.

• Utilize ITIL best practices to manage incidents, service requests, and changes, ensuring timely resolution and adherence to service level agreements (SLAs).

• Diagnose and troubleshoot technical issues related to hardware, software, and networking.

• Maintain accurate documentation of all interactions, incidents, and resolutions in our ticketing system.

• Collaborate with internal teams to escalate and resolve complex issues effectively.

• Continuously improve service delivery processes through feedback and proactive problem-solving.
   

Qualifications:

• Bachelor’s degree in IT, Computer Science, or a related field is preferred but not mandatory for junior profiles.

• Understanding of ITIL principles and frameworks is a plus.

• Basic knowledge of IT support concepts, troubleshooting methodologies, and common operating systems (Windows, macOS, Linux).

• Excellent communication skills in both English and French; proficiency in additional languages is an advantage.

• Strong interpersonal skills with the ability to empathize and communicate effectively with diverse users.

• A proactive and positive attitude with a willingness to learn and adapt in a fast-paced environment.
   

Benefits:

• Competitive salary with performance-based bonuses.

• Comprehensive benefits package, including health insurance and retirement plans.

• Intensive internal training program for junior profiles to enhance your IT and customer service skills.

• Opportunities for career growth and advancement within the company.

• A dynamic and supportive work environment that values innovation and collaboration.

​