IT Service Desk Agent (French Speaking)
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Job Summary
The IT Service Desk Agent is the first point of contact for the users who call the IT Service Desk. While providing the highest level of customer service, the agent must answer incoming calls, track all information in a call tracking tool, uses a knowledge-based tool along with their expertise to resolve level 1 requests in a timely fashion or escalate to appropriate level 2 team whenever needed.
Key Responsibilities
Provide first-level IT support, including initial problem identification, troubleshooting, and resolution.
Deliver high-quality assistance to users while maintaining strong customer satisfaction.
Ensure accurate incident resolution and a clear understanding of user queries.
Continuously develop and maintain product knowledge, as well as business and professional skills.
Support remote rollouts of new software or applications.
Prioritize and manage open cases until resolution.
Flexible to work on Central European Time (CET) and during late shifts.
Educational background
HSC/Diploma in Information Technology
Knowledge/Skills Requirements
Strong customer service orientation with excellent verbal and written communication skills
Fluency in French (spoken and written)
Proficiency in Microsoft 365 applications
Good interpersonal skills with the ability to collaborate effectively within a team
Ability to multitask and work efficiently under pressure in a fast-paced environment
Strong problem-solving and troubleshooting skills with an analytical mindset
Good organizational skills with attention to detail and accuracy
Quick learner with the ability to acquire and apply technical knowledge effectively
Ebene
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