Job Summary:

The role holder will be responsible for acting as a single point of contact for Gategroup internal users, dealing with the management of both routine and non-routine incidents, problems, and requests. Providing first level support through user calls through IVR, email-queues, ITSM tool, MS Teams-Chat and provision of the 1st line support for incidents.

Main Duties and Responsibilities:

• Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g., Microsoft products, operating system, basic networking, PCs).
• Business Awareness. Develops an understanding of company’s environment and service delivery requirements to enable the delivery of a first-class service.
• Process. Documents actions taken in resolving routine user’s enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding basic user’s problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed company’s expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a global team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development. Takes ownership of own development and has a development plan in place.

Qualifications and Education:

• At least High school diploma or equivalent
• IT related studies or previous IT Service Desk Agent experience

Work Experience:

• Previous experience in the responsibilities described – (preferable)
• Awareness to ITSM tools – (ServiceNow preferable)
• Utilizes technical skills to resolve end user incident and service request tickets for IT services and products
• Ability to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documents
• Ability to perform multiple activities at the same time
• Maintain and enforce operational procedures, as well as complete all necessary documentation
• Technical Skills: (Certification, Licenses and Registration)
• Knowledge of Microsoft Office suite
• Excellent computer skills
• Basic knowledge in SD Ticketing system’s (Snow preferable)
• Confidence and an enthusiastic telephone manner
• Communication and other Skills:
• Fluency in English and French (B2 or higher)
• Good communication skills and teamwork ability
• Ability to problem solve and think critically
• Ensure users have a good experience with Service Desk
• Customer and Team oriented