Helpdesk Technician

**Job responsibilities**:
Provide 1ST Level End-user support for client users including:

- Microsoft Office issues (error messages, formatting, improving performance, various settings)
- Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
- Specific corporate software (installation, error messages, tweaking)
- Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
- Analyzing support requests sent by the customer by calls, mail, web submit
- Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
- Examining all problems; evaluating complexity, impact and priority.
- Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's.
- Escalating problems according to procedures; to the client support groups or to the 2nd level
- Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately
- Assist with defining and documenting knowledge base articles
- Assist with special project work as needed
**Job Requirements**
- Consistently meet or exceed requirement performance criteria
- Flexibility and able to adapt to different work environment
- Previous successful customer service experience is considered an advantage
- Strong analytical, technical, problem solving and organizational skills
- Strong written and oral communication skills
- Team player, self-motivated, organized, detail oriented and able to handle changing priorities;
- Able to communicate problems/issues to customers in a non-technical manner
- Flexibility. Working hours: shifts rotation to cover 24/7, Monday to Sunday
- Proficiency in English; any additional language like French or Dutch is an asset

**Job Types**: Full-time, Fixed term contract

Schedule:

- Day shift
- Night shift
- Weekend availability