Help Desk Technician

About the role

The Help Desk Technician provides first‑line support to end users, handling requests via phone, email, chat or other interactive platforms. The role ensures incidents are diagnosed, resolved, and documented within agreed Service Level Agreements.

Key responsibilities

• Respond to user requests through phone, mail, chat, or other channels.
• Diagnose and resolve hardware and software issues remotely.
• Record, track, and manage incidents in ServiceNow, ensuring SLA compliance.
• Follow up with users to confirm full resolution and close tickets.
• Participate in PC environment re‑configuration and installation.
• Maintain and update documentation on SharePoint and the knowledge base.
• Act as liaison between staff and the technology department, redirecting issues as needed.

Required profile

• Fluent spoken and written English and French (minimum B2).
• Strong customer service orientation and communication skills.
• Analytical mindset with problem‑solving abilities.
• Team player able to work under pressure in an international, multicultural setting.
• Reliable, punctual, meticulous and quick to learn procedures.

Required skills

• ServiceNow ticketing system.
• Microsoft Office 2019 / Microsoft 365 suite.
• Windows operating system, Linux and macOS environments.
• VPN solutions (Pulse Secure) and web‑conference tools (Skype, Teams, Zoom, WebEx).
• SharePoint and knowledge‑base management.
• Familiarity with ITIL processes (desired).