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Offre d’Emploi: IS Customer Service Support

IS Customer Service Support ITIL Certified



•  2-3 years of experience in similar field is highly recommended.
•  ITIL Experienced with Direct Customer Focus.
•  Contract type: Third party.
•  Fluency in French and English is highly recommended.
•  Reporting to: Local IS Analyst.


•  To provide third level support to high caliber customers.
•  You will support the first/second line team to resolve issues that come into the service desk and which requires 3rd level support intervention..
•  Ensure that incidents are resolved and closed properly in a timely manner to meet defined service level targets.
•  Proactively help resolve tickets where required.
•  To participate as a project resource as and when required.
•  Participate in meetings as required.


Technical Competencies
The candidate should have experience of the following:
•  Windows 10.
•  Microsoft Office suite 2013 including outlook.
•  Active Directory / MS Exchange.
•  Networking knowledge covering LAN/WLAN/WAN technologies.
•  iOS and Android Platforms.
•  Microsoft System Center (SCCM / SCOM / SCSM) – HIGHLY PREFERRED.
•  DELL Desktop and Laptop computers.


Critical Accountabilities
•  To provide third level support to high caliber customers.

•  Be passionate about customers and service, with a strong will to make a difference.
•  Ability to work in a dynamic environment, prioritizing and multi-tasking effectively.
•  Good knowledge of ITIL best practice.
•  Demonstrate expertise in all activities associated with providing end user PC support and problem resolution on complex and difficult PC hardware and software issues.
•  Strong problem solving abilities and excellent communication, customer handling and inter-personal skills.
•  Strong planning, organizing and prioritizing abilities. Target and SLA focused, proactive and keen to spot opportunities to refine and improve processes and service.
•  Must be able to deal direct with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills.
•  Is self-starting, analytical, results and solutions-driven.
•  Have proficiency in appropriate business language and ability to present ideas effectively.
•  Calm and able to focus when in a pressure situation.
•  Participates actively and in an occasionally manner to Helpdesk weekly calls.
•  Provides technical support and troubleshooting for supported business applications.
•  Work with Global Helpdesk Tech’s and end-users, to capture vital diagnosis information, aiding in problem determination, appropriate prioritization and escalation, in communication to non-Helpdesk Technical Support Personnel.
•  Accurately and in a timely manner – creates / updates tickets (Service requests) and enters required information regarding incidents into the customer  incidents management system (SNOW: Service Now).
•  Attempts resolution on all tickets and follow up on progress prior to escalating to other IT Teams.
•  Appropriately escalates technical issues to other Information Technology teams in a timely manner.
•  Helps improve Helpdesk services throughout regular services quality surveys.
•  Performs break-fix of hardware based workstation and laptop problems.
•  Assist with coordination of support from other vendors/technical resources and internal resources as well as other customer contracted vendors.
•  Responsible for maintaining accurate IS equipment inventory records. This includes   PC’s, Laptops, Printers, monitors, tablets, smart phones and other various networking and computer related equipment.
•  Provides frequent status updates and task/project completion information to Local IS Analyst, IS Manager, problem request tracking system, and/or users.
•  Refers major hardware problems to appropriate internal and external service personnel for correction.
•  Ability to gain a mid-level understanding of customer proprietary applications and provide end-user support.
•  Work with the Global Helpdesk Team and end-users to trouble-shoot and re-direct issues with proprietary applications and reporting.
•  Maintains accurate software inventory with respect to software license compliance and license management.
•  Responsible for installation and support of all standard & proprietary desktop applications software (i.e. Microsoft Office, Microsoft Windows Operating Systems, Cisco VPN Client software and various other pieces of public and private software packages) using SCCM software deployment systems.
•  Extensive end-user and administrative knowledge of latest Microsoft Office Applications (Outlook, Word, Excel, PowerPoint).
•  Assists with establishing PC application standards, minimum/maximum acceptable software versions.
•  Assists in research, development, implementation and support of corporate initiatives.
•  Verifies termination of user accounts based on user setup/termination processes.
•  PC/Laptop & Mobile devices – Service & Support.
•  Assists with IT hardware and software procurement, follow-up on purchase orders placement, and general product research.
•  Assists with in-processing new incoming equipment and configures them for user(s) and records the receipt of equipment in the IT asset system.
•  Assists with Mobile Device support using MDM process.
•  Responsible for keeping current records of quantity and location of PC’s and other computer hardware in SNOW.
•  Provides 2nd level telephone support for all customer users..
•  Assists in establishing workstation images, configuration management, and other desktop related technology standard.
•  Maintains 100% accurate records with respect to software license compliance, license managemen.
•  Provides front line network troubleshooting and support for LAN/WAN, Internet and VPN issues.


ITIL Fulfillment Requests ts 455248929 3 Offre dEmploi: IS Customer Service Support