Service Desk Operator

SOGETI is looking for a Service Desk Operator to join our company.

You will be part of a team which interact with other team-members from SOGETI, in a multicultural environment. You will also have the unique opportunity to gain experience by sharing technical knowledge with your futures colleagues.

Your challenge:

• Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent;
• Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and priorization codes;
• Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them;
• Escalating incidents or services requests that cannot resolve/fulfil to other support agents in the same support group or to different support groups;
• Record and update information in knowledge database;
• Monitoring progress of incident resolution relative to the appropriate SLA;
• Keeping customers informed on incident status and progress;
• Managing the incident life-cycle, including closure and verification;
• Closing incidents and confirmation with the customer;
• Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This included meeting annual personal development goals.

Qualification:

• Very good skills in Microsoft office applications;
• ITIL V4 Foundation Certification would be an asset;
• Positive can-do attitude with a mature and professional approach;
• Well-organized, meticulous and dedicates to details;
• Excellent verbal communication and customer service skills;
• Fluent in English and French.

Education:

At least 1 year of professional experience; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.

* A background check within the framework PSF will be requested upon hiring (criminal record, Education degrees, diplomas & certifications).