SERVICE DESK AGENT L1 FRUK

The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis diagnosis and resolution of staff problems which may range from straightforward to more complicated technical issues.

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries;
  
• Receiving logging and managing calls from internal staff via telephone and email;
  
• Maintaining an Asset Database and track changes;
  
• 1st and 2nd line support troubleshooting of IT related problems from software to hardware such as Mobile device Desktop and Printers Infrastructure Management (Server Network Virtualization );
  
• Control setup & working of end user devices such as PCs printers mobile terminals scanners phones ...MB1
  
• Troubleshoot basic network issues such as Lease Line broadband issues;
  
• Escalate unresolved calls to the infrastructure support team or 3rd party;
  
• Log all calls in the Service Desk Call Logging systems;
  
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
  
• To maintain a high degree of customer service for all support queries and adhere to all service management principles;
  
• Provide basic inhouse training in your domain expertise;
  
• Provide stats for the weekly Service Desk report on call trends.
  

Your Profile:

• An ITIL qualification is preferable but not essential;
  
• A knowledge in the following domain would be considered as an asset (level 1):
  
• Windows & Linux Environment ( Active Directory SCCM );
  
• Citrix Xen App (reset profile kill session );
  
• VMware basic understanding;
  
• MS Office (Marco VB);
  
• Veeam or other backup tools;
  
• Network understanding (VLAN DNS ).
  

Your knowledge/experience:

• French and English knowledge are mandatory (speaking & writing);
  
• Excellent communication skills / Excellent organizational skills;
  
• Team player;
  
• FirstIT Service Desk and/or Call Center experience is considered as an asset;
  
• Basic User & Security Group Active Directory administration;
  
• Knowledge in Operating systems for Servers and workstation (Windows Linux);
  
• Experience with using and troubleshooting Exchange within a network environment (permissions calendar sharing delegation);
  
• Onsite support occasionally for end user support;
  
• Laptop and mobile basic setup;
  
• You will be a selfmotivated achiever who gains satisfaction from providing excellent customer service.