The Service Desk Apprentice is in charge for assisting IT staff through various needs within the department. Strong customer service acumen with a desire to investigate situations that arise and find solutions are key components of this position.

In this role, you will...

Act as the first point of contact for customers requesting technical assistance by using the ticketing tool, in person, e-mail (Service Now). Record, track and document the helpdesk ITSM tool to set up a problem resolution process and feed a follow-up action that was taken to reach the final resolution. perform problem solving at the desktop level with hands-on approach (Example: installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications…) Perform remote troubleshooting through technical diagnostic and relevant questions. Determine the best solution based on the problem identification and the details provided by the end-user. Support clients throughout the problem-solving process. Escalate unresolved problems to higher level support staff. Update the inventory Monitor and update customer status and information. Forward customer comments or suggestions to the relevant internal team Identify and propose relevant improvements to procedures. Assist the Team with a project where we will be replacing hardware for EMEA locations. Work 35 hours per week, Monday - Friday.

You’ve got what it takes if you have / are…

At least on year of higher education Experience supporting a large geographically dispersed IT infrastructure. The ability to learn new technologies and skills quickly Great time management and communication skills. Great team spirit Knowledge /ability on using remote assistance tool. Good understanding of computer systems, mobile devices, and other technology products. Adequate knowledge of basic computer hardware, including PCs, Servers, and Printers. Strong Customer service orientation. Excellent verbal and written communication skills including strong interpersonal skills with ability to speak effectively in small group settings. Ability to identify and resolve problems in a timely manner by defining problems, troubleshooting problems, collecting data, establishing facts, and drawing valid conclusions. Ability to remain composed and exhibit professionalism in all types of situations. Ability to adapt to change, delays and unexpected events. Ability to read and interpret documents such as instructions and procedure manuals. Ability to work cooperatively and successfully with co-employees within the company. Fluent in English & French Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment Consideration for privacy and security obligations