Role of the Helpdesk & Support Agent : The Help Desk & Support Agent (HDSA) will provide 1st level assistance to CMD’s customers in order to solve their issues and ensure business objectives and SLAs are met.
Organizational relationships The HDSA reports to the IT Team Leader and has a primary working relationship with the CMD Customers and the IT network and system engineering team who provide 2nd & 3rd level support.
Key responsibilities - Serving as the first point of contact for customers seeking technical assistance over the phone or email -
Performing remote troubleshooting through diagnostic techniques and pertinent questions - Determining the best solution based on the issue and details provided by customers -
Walk the customer through the problem-solving process - Direct unresolved issues to the next level of support personnel -
Provide accurate information on IT products or services - Record events and problems and their resolution in logs - Follow-
up and update customer status and information - Pass on any feedback or suggestions by customers to the appropriate internal team -
Identify and suggest possible improvements on procedures - Feed knowledge base with relevant information for future usage Competences -
Proven experience as a Help Desk Agent or other customer support role - Tech savvy with working knowledge of Microsoft workstation operating systems, MS office, e-
mail systems and remote control tools - First experience with Microsoft Server OS in physical and / or virtual (VMware) environments -
Good understanding of computer systems, network technologies (DNS, DHCP, V-LAN’s VPN’s ) mobile devices, anti-virus and other tech products -
Ability to diagnose and resolve basic to intermediary technical issues - Proficiency in English and either French or German (mastering the 3 is a serious plus) -
Excellent communication skills Organizational skills - Customer-oriented and cool-tempered - Demonstrated strong ability to communicate in order to understand, log & resolve requests -
Strong inter-personal and communication skills, team player able to efficiently share information - Ability to work in 5 / 7 day shifts and off hours piquet service