Duties & Responsibilities:

Will act as the first point of contact for customer end-users for all issues, inquiries, and

requests.

Provide first level support, as necessary, and escalate to the SMEs (Subject Matter

Experts) and/or the Level 3 (ex. system administrators) teams, as needed.

The support will own and monitor the tickets from creation, escalating as necessary, until

the user has confirmed its resolution.

They will oversee the entire ticket lifecycle, from creation to resolution. They will be the

first response for all service management and standard application support tickets

through all channels: phone, emails, chat, walk-ins, and tickets created through the

service portal. They will perform initial triage and troubleshooting and resolve tickets

within scope through use of Knowledge base, peer collaboration or experience. When

unable to resolve, they will escalate or assign tickets to appropriate resources or team

with complete documentation of actions or steps taken to resolve. The service desk

ensures that inquiries, outages, requests are recorded within the ticketing systems and

communications are sent regularly to users and resolving teams.

Qualifications

College graduate with a minimum 2 years of working experience as a help desk agent,

customer service representative or Network and Datadog background

With knowledge and work experience on the following operating systems and

applications, and preferably with certifications

Windows operating system, Mcintosh Operating system

Microsoft 0365 and outlook exchange

ServiceNow Service Management

With excellent written and oral English communication skills

B2 level or any similar English Proficiency Level

With good interpersonal and telephone skills and experience in handling demanding

situations with end-users over the telephone

Please refer to job description.