Service Desk Agent (Bilingual)

As a System Administrator, you will be responsible for maintaining and supporting the IT infrastructure, ensuring efficient and uninterrupted operations. You will be an integral part of the IT team, managing system configurations, troubleshooting issues, and implementing enhancements to optimize performance.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Basic understanding of IT infrastructure components, including operating systems, hardware, networking, and software applications.
• Strong problem-solving and analytical skills.
• Excellent communication skills with English and French (B2) proficiency.
• Ability to work in a fast-paced environment and handle multiple tasks.
• Customer-focused attitude and willingness to learn.
• Prior work experience at client or in client's industry.

• Experience with system administration tools and software.
• Familiarity with virtualization technologies and cloud services.
• Knowledge of security protocols and data protection regulations.

• Receive and log incoming incidents and service requests via various communication channels.
• Provide initial assessment, troubleshooting, and resolution for technical issues related to IT infrastructure services.
• Escalate incidents to higher support tiers as per defined procedures and SLAs.
• Assist users in diagnosing and resolving common hardware, software, and network issues.
• Troubleshoot and guide users through basic technical problems, aiming for first-call resolution.
• Create detailed incident tickets, recording all relevant information, troubleshooting steps, and solutions provided.
• Maintain accurate and up-to-date records of incident status and user interactions.
• Perform routine password resets and account unlocks following established security protocols.
• Fulfill routine service requests, such as software installations, configurations, and access permissions, as per defined procedures.
• Contribute to the organization’s knowledge base by creating articles and documentation for common incidents, solutions, and best practices.
• Collaborate with peers, senior agents, and technical teams to share knowledge and troubleshoot more complex incidents.
• Adhere to incident management processes, SLAs, and quality standards defined by the Service Desk.