Job Description:

Acting as the first point of contact for users, identifying and resolving technical issues, managing incidents and requests, and ensuring smooth IT operations, while also providing customer service and support.

• Initial Contact: Act as the primary point of contact for users, addressing their IT-related inquiries and problems.
• Troubleshooting: Diagnose and resolve technical issues related to hardware, software, networks, and applications.
• Incident Management: Log, categorize, and track incidents, ensuring timely resolution and escalation when necessary.
• Service Request Fulfillment: Handle routine requests, such as password resets, software installations, and new user setups.
• Documentation: Maintain and update knowledge base articles and troubleshooting guides.
• Customer Service: Provide friendly and efficient customer service, ensuring user satisfaction.
• Communication: Keep users informed about the status of their issues and provide clear and concise explanations.
• French Speaker(Native/Bilingual)