Bilingual (French & English) Level 1 IT Service Desk Support

• Serve as the first point of contact for all IT-related queries (hardware software printers applications licenses etc.) via phone email or in person.
• Provide desktop and application support at the first/second-line level with professionalism and efficiency.
• Log and update all issues within the ticketing system in accordance with defined processes.
• Escalate issues to Level 2 and Level 3 teams where appropriate.
• Own and manage IT Level 1 incidents for assigned customers through to resolution.
• Proactively identify process improvement opportunities and contribute to continuous improvement initiatives.
• Participate in knowledge transfer maintaining up-to-date documentation and knowledge base articles.

Required Experience & Skills

• Previous experience providing Level 1 IT support in a busy professional services or corporate environment (supporting 1000 users preferred).
• Strong background in ticket management systems and/or call centre support.
• Experience working with high-profile customers in demanding time-sensitive situations.
• Strong troubleshooting skills with the ability to distinguish between needs vs. wants to deliver appropriate solutions.
• Process-driven mindset with attention to detail and ability to follow tasks through to completion.
• Excellent customer care and communication skills across all levels of the organization.

Technical Knowledge Needed for this role:

• Microsoft Windows 10 or higher
• Microsoft Office 365 suite
• Mobile Device Management tools (Intune or equivalent)
• Apple devices (Mac iPhone iPad)
• Printing solutions (desktop & multifunction devices)
• Active Directory
• File transfer solutions
• Document Management Systems (e.g. iManage or equivalent)
• Client Management Systems (CMS)
• Time recording applications
• Encryption and security software
• Dictation and transcription tools
• Remote access tools (VPN Terminal Services TeamViewer etc.)
• Multi-factor authentication tools (e.g. Microsoft Authenticator)

Certifications (Preferred)

• ITIL certification
• Microsoft certifications