As a service desk operator, you’ll be the first point of contact for customers and users of dFakto solutions, who’ve got problems or need for assistance. Those tasks include:

• Respond to queries via a service desk interface
• Provide technical assistance for questions and liaise with IT specialists if needed
• Monitor infrastructures and create alert in case of problems
• Follow up with customers to ensure full resolution of issues
• Write administrative and budget reports
• Execute commercial follow-up
• Write, edit, and revise procedures

• You have an interest in IT solutions and technology
• No previous experience is required
• You have excellent command of French and English
• You are proficient in the Microsoft suite and any other tool would be considered as an asset

• You have the following skills:

  • Analytical mindset and critical thinking
  • Assertiveness: give the user confidence in the ability to solve the problem, to be able to deal with a user whose expectations are unrealistic
  • Thoroughness: to make sure the job is complete, that the problem is truly solved, the user satisfied, and the paperwork filled out
  • Enthusiasm: stay motivated, remain positive in challenging situation
  • Responsibility: to be able to take on the burden of a task, set oneself an objective and maturely follow it through to a successful conclusion without unnecessarily involving others
  • Empathy: to be able to put oneself in the user’s position to understand the nature of its difficulties

  • Communicative ability:

    • use the language well enough to ask the right sort of questions to solicit information about the nature of the user’s problem
    • Use the right register or phraseology so that the user can understand the solution as described without being alienated by technical jargon
  • Work well under pressure