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SOGETI is looking for a **Service Desk Operator** to join our company.
You will be part of a team which interact with other team-members from SOGETI, in a **multicultural** **environment**. You will also have the unique opportunity to gain experience by sharing technical knowledge with your futures colleagues.
**Your challenge**:
- Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and priorization codes;
- Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them;
- Escalating incidents or services requests that cannot resolve/fulfil to other support agents in the same support group or to different support groups;
- Record and update information in knowledge database;
- Monitoring progress of incident resolution relative to the appropriate SLA;
- Keeping customers informed on incident status and progress;
- Managing the incident life-cycle, including closure and verification;
- Closing incidents and confirmation with the customer;
- Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This included meeting annual personal development goals.
**Qualification**:
- ITIL V4 Foundation Certification would be an asset;
- Positive can-do attitude with a mature and professional approach;
- Well-organized, meticulous and dedicates to details;
- Excellent verbal communication and customer service skills;
- Fluent in English and French.
**Education**:
At least 1 year of professional experience; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
- _A background check within the framework PSF will be requested upon hiring (criminal record, Education degrees, diplomas & certifications)._
