Service Desk-Service Desk

We are looking for a talented and dedicated Service Desk L1 resource to provide exceptional support to our global clients. As a key member of our team, you will be responsible for delivering high-quality service and ensuring customer satisfaction. Your expertise in French and English communication, along with your ITIL foundation, will be instrumental in resolving customer queries and providing effective solutions.

• Excellent French and English written and verbal communication skills.
• Willingness to work in rotational shifts, including nights and weekends.
• Proficiency in MS Office suite and ITIL Foundation certification.
• Strong problem-solving and analytical skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Customer-centric approach and a passion for delivering exceptional service.
• Good time management and organizational skills.
• A certification in a relevant language (French or English) is an added advantage.
• Previous experience in a similar role or industry is preferred.
• A positive attitude and a willingness to learn and grow within the company.

• Handle customer inquiries and provide timely resolutions via phone, email, and remote support tools.
• Maintain a high level of customer satisfaction by ensuring prompt and accurate responses.
• Escalate complex issues to the appropriate teams and follow up on open cases.
• Document and update knowledge base articles to improve self-service options for customers.
• Collaborate with the team to identify and implement process improvements.
• Ensure compliance with ITIL best practices and maintain accurate records.
• Participate in shift rotations to provide 24/7 coverage, especially for Europe and Americas time zones.
• Maintain a positive and professional attitude while interacting with customers.
• Stay updated with the latest technology trends and industry developments.