Service Desk – Service Desk Agent I, 5544-1

Service Desk Agent I Service Desk Agent – Bilingual (French/English), all Shifts Available (Afternoon and Overnight Shift Premium)

• Significant time spent dealing with customers on the phone- Must be able to interface internally and externally
• Works as part of a team and contributes to team targets- Expected to be flexible in covering shifts
• The typical career path will be to Service Desk Expert or ITIL Process Controller
• Handle phone calls, emails, and other portal interaction tools with agreed SLA- Perform all duties in accordance to required quality-
• Participate in knowledge capture processes- Correct use of escalation to Service Desk Expert as per desk procedures
• BILINGUAL (FRENCH/ENGLISH) – Basic Service Knowledge
• Customer Relationship – able to establish quick working relationships/empathy with customers.- Communication – listening, ability to communicate clearly with customers, colleagues and managers
• Problem Solving – understands and resolves basic problems.- Drive and determination.- Tolerant.- Time Management.- Team Working – team player.- Technical knowledge (e.g. Microsoft Office, PCs basic networking)
• Has a flexible approach and works well under pressure
• Business Awareness.- Understanding of business continuity processes.- Bilingual (French/English)- The candidates need to be bilingual (French/English).

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• Job ID / No. du Poste: 23251
• Open Positions / Postes Ouverts: 1