Job description

Customer Support · Technology

Job Summary The role requires English language proficiency, as English is the primary support language. Help Desk is responsible for resolving customers' requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. Core requirements for the Analyst – Help Desk's role is consistent customer care, maintaining high quality…

Skills

Primary

SparkSAPEnglishFrenchMicrosoft WindowsMicrosoft office packageemailVPN

Secondary

laptopsdesktopstabletsprintersmobile phonesrouters

Responsibilities

Provide comprehensive support services to customers within Service Level Agreements.

Troubleshoot reported issues and resolve or escalate them.

Diagnose and resolve technical issues with hardware and software.

Maintain technical proficiency in all hardware and software.

Uninstall and reinstall software applications.

Verify proper hardware and software setup.

Resolve username and password problems.

Assist with application menu navigation.

Troubleshoot email, VPN, and other issues.

Triage and route incidents and requests to appropriate teams.