Support Officer – Service Delivery

Duties and Responsibilities

Provide IT first level support to customers seeking technical assistance over the phone or email;

Record & track support issues and incidents within the Help Desk Management system;

Logging and tracking issues in ticketing systems, ensuring timely resolution;

Responding to service requests and incidents, diagnosing issues, and offering solutions via phone, email, or live chat.

Monitor progress, follow up with customers and internal team, escalate to next level if necessary, provide feedback and update status;

Contribute to build knowledge base;

Walk all stakeholders through the Helpdesk procedures and ensure agreed services levels are  maintained.

Profile

Diploma in Computer Science, Information Technology, or a related field;

Excellent written, verbal and interpersonal communication skills in both English & French;

Excellent customer service skills;

Good diagnostic, problem solving and time management skills;

Tech savvy and ability to grasp new processes, services and concepts quickly;

Ability to work after working hours when needed;

Knowledge of remote support tools (e.g., TeamViewer) to assist users in different locations.

Knowledge of Helpdesk software: used to log, track, and prioritize support tickets.

A first-hand experience in troubleshooting and providing IT helpdesk support will be advantage.

Familiar with network configurations, hardware setup, and IT infrastructure