Reporting to the IT Service Desk Manager, the Service Desk Specialist is responsible for providing users with technical support in accordance with IT service level agreements. Working with users and IT specialists, the employee handles and resolves all incidents and requests within the time specified. As a member of a global team, the incumbent will be responsible mainly for responding to and resolving, to the best of his or her technical abilities, incoming incidents and requests at the service desk. To do so, he or she will analyze and resolve software and hardware problems, including installation, setup, maintenance and support for all company equipment and software, based on the established standards and the target service level agreements. The incumbent will also be responsible for handling offline requests, such as managing access and permissions and setting up equipment.

KEY RESPONSIBILITIES:
Respond to, troubleshoot and resolve all incidents and requests sent to the service desk (phone, chat, web portal, etc.).
Support and train users on software issues, requests, and incidents (Windows, Citrix, Office, Skype, GoToMeeting, CAD tools, antivirus, iOS, etc.).
Support users both locally and abroad in a multicultural environment
Support users with network access issues (VPN, WiFi, Citrix, Websense, etc.
Set up and assist users with telecommunications and mobile technology (phones, cell phones, iOS, Android, tablets, Intermec and Symbol portable barcode scanners, etc
Physically install, move, modify and remove various IT equipment (PCs, laptops, printers, barcode scanners, etc.)
Provide support and troubleshooting to senior management and other users in the use of videoconferencing equipment
Control the reception and assignment of IT equipment and components to users.
Install and set up software and applications.
Create, modify and adjust accounts and access security (Windows, Citrix, Skype, GoToMeeting, ClearSea, FTP, etc.).
Help set up, assess and implement new software and equipment within the company
Document resolution of tickets, processes and work instructions in compliance with the applicable policies
Identify trends and recurring problems to determine the underlying causes and solve problems at the source
Support a heterogeneous multi-domain environment with both PCs and Macs
Work in a continuous improvement environment

Qualifications:

University degree or college diploma in computer science
At least two years of professional experience in a similar position
Significant experience in customer service with a customer-focused approach
Able to prioritize and work under pressure
Strong knowledge of Microsoft products such as Windows 7/10, Office 2010/2013, Exchange, Active Directory
Oriented toward continuous improvement
Natural ability to cooperate and work in a team
Easily adapts to change
Fluent in spoken and written French and English