Service desk agent (French and English)

Job Description

In this position, as a Service desk agent, your role will be to provide 1st line IT support for client leader in the aviation sector. You will work closely with a multicultural team in solving various IT requests on hardware and software related issues.

The Technician will handle customer calls and emails, troubleshoot, document and resolve IT related issues on scope based on solutions found in the knowledge base. The Technician must work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met.

This role requires the availability to cover Mon to Fri 7am to 7pm shifts - company car is provided.

Key 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, in person and 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

• Flexibility and able to adapt to different work environment;
• IT knowledge and experience to be able to resolved IT issues on the go;
• Fast learner;
• 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 Mon ? Fri 7am to 7pm;
• Proficiency in English and French.

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [email protected] and we'll be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.

We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you've been targeted, please contact us immediately at [email protected] for verification.

Key Points to Remember:

* Legitimate job offers only follow interviews conducted with our hiring managers or clients.

* We will never ask for payment at any stage of the recruitment process.

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.

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