Evernex Senior Service Desk Specialist

Working within a busy Service Desk, the Service Desk Specialist is responsible of calls handling, following and driving the progresses from the case opening to its closure

Key responsibilities:

• Assist the customers with the first incident qualification process by collecting the necessary logs that will be used by the Technical Team to determine an Action Plan. The logs collection tool is to be used to facilitate the task
• Service Desk Specialist is responsible to help mentoring the Service Desk Specialists and reports to Service Desk Manager any staff and operations sensitive matter that requires SDM attention
• Assists the Service Desk Manager and Supply Chain buffer implementation team collect the necessary configuration logs required to implement the local buffer stocks
• Training and supporting of Junior Service Desk Specialist
• In charge of VIPs and global accounts including complex customers (with specific workflow)
• Coordinates both emergency and non-emergency response to calls for service and manage those responses though Evernex ticketing tool

Job requirements:

• At least 5+ years of customer service experience required which consisted of daily direct contact with customers in a services-oriented position
• Experience in an IT service desk environment highly desired
• First Level Support Experience
• Technical Certification in at least one Products Family (Ex. Storage, Server, Routing & Switching etc.) or equivalent proven experience
• KPI Reporting Experience
• Familiarity with ITIL processes (ITIL Foundation certificate would be a plus)
• Familiarity with ITSM ticket management tools

Desired skills:

• Excellent written and verbal communication skills (both in English and French)
• Analytical skills to understand ticket trends, priorities and eventual need for processes improvement
• Capacity to work in a fast-paced and multicultural environment
• Positive relationship building skills
• Ability to work unsupervised, in teams and stand alone
• Commitment to see to completion activities
• Ability to work both in and out of normal business hours. Flexibility for non-standard work shifts is preferred.
• Flexible and adaptable in looks to learning and understanding new technologies
• Teamwork: Seeks ideas and inputs of colleagues to make best use of team expertise and improve team performance. Shares knowledge and findings with others
• Ability to work unsupervised, in teams and stand alone

The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed in this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.