Help Desk Technician

About the role

We are looking for a proactive Help Desk Technician to provide first‑line support to end users across multiple channels. You will diagnose hardware and software issues, manage incidents in ServiceNow and ensure timely resolution within SLA targets.

Key responsibilities

• Respond to assistance requests via phone, email, chat or other platforms.
• Diagnose and resolve hardware, software and network problems.
• Log and track all interactions in ServiceNow, monitoring SLA compliance.
• Manage the full incident lifecycle, including closure and verification.
• Provide remote assistance and follow‑up with users to confirm issue resolution.
• Participate in PC reconfiguration, installation and standard service‑desk procedures.
• Maintain and update documentation on SharePoint and the knowledge base.
• Liaise between end users and the technology department, escalating when necessary.

Required profile

• Fluent spoken and written English and French (minimum B2).
• Strong customer‑service orientation with excellent communication skills.
• Analytical mindset, problem‑solving ability and capacity to work under pressure.
• Team player comfortable in an international, multicultural environment.
• Reliable, punctual and meticulous.

Required skills

• ServiceNow ticketing system.
• Microsoft Office suite (Office 2019, Microsoft 365).
• Windows operating system.
• Linux and macOS environments.
• Pulse Secure VPN.
• Web‑conference tools: Skype, Microsoft Teams, Zoom, WebEx.
• SharePoint and knowledge‑base management.

What we offer

• Shift work covering 07:00‑20:00, Monday‑Friday with occasional overtime.
• Opportunity to work in a dynamic, multicultural IT environment.