IT Service Desk Analyst with English and French

IT Service Desk Analyst with English and French

Steelcase Service-Desk process relies on a Single Point Of Contact process (SPOC process) where any Service-Desk customer within EMEA area will contact Steelcase Service-Desk to submit any IT-related incident or request.

Mission:

• Respond to requests for technical assistance via phone or electronically

• Diagnose and resolve technical hardware and software issues

• Research questions using available information resources

• Advise user on appropriate action

• Follow standard help desk procedures

• Administer help desk software

• Redirect problems to appropriate resource

• Identify and escalate situations requiring urgent attention

• Track and route problems and requests and document resolutions in knowledge base

• Stay current with system information, changes and updates

• In order to cover the users working time it might be necessary to work in shifts

Education/Experience:

• Min. 1 year work experience in IT support positions • Strong Windows OS and MS Office skills
• Customer-oriented skills (ability to listen), sense of service, good interpersonal skills with internal and external customers
• Analytical skills (ability to analyze and synthesize), team-player, manages time and workload effectively
• English + French – advanced
• IT / Technical University degree or student – would be a plus