ITSS

Nature of tasks

• Service desk agent, incident agent and analyst, problem agent and analyst

• Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate

• First and second-line support: remote and on-site support

• Recording & tracking incident and request information

• Recording & tracking Problem information

• Participating in reconfiguration/installation of PC environment

• Documenting operational support procedures

• Drafting technical content for knowledge database

• IT support specialist must be able to perform all tasks of a service desk operator

• Testing and administration of applications

• Liaising with system administration and database administration for execution of administration tasks

• ITSS may be asked to fulfil SDO tasks and vice-versa when working for MEP IT Support

General

• Highly autonomous and broadly IT skilled

• Problem solving skills

Analysis and technical skills

• Very good skills in all of the MS office applications

• Very good skills with end user computers and, more specifically, Windows computers

• Good understanding of the main mobile devices platforms and core mobile applications

• ITIL V4 Foundation Certified (or where absent, a (TM-1 or FP-2) penalty may apply and the certification must be passed within 3 months after the start of the contract)

Experience

• Minimum of 3 years of relevant professional experience

Language and communication skills

• Fluent in both English/French both written and oral