Essential Duties and ResponsibilitiesWork as part of the Shift system on the IT Service DeskReceives and handles requests for service, following agreed procedures.1st line support: troubleshooting of IT related problemsPromptly allocates calls as appropriate.Logs incidents and service requests and maintains relevant records:Identifies and classifies incident types and service interruptionsRecords incidents cataloguing them by symptom and resolutionMonitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.Monitoring queues to ensure SLAs are maintained.Assigning the tickets which are out of scope to Service Desk/Other TeamsCoordinating tickets that cross organizational boundaries to ensure customer satisfactionSkills required Technical Service Desk backgroundFamiliarity with ServiceNowMulti-Lingual effective and fluent communication in French (Native/almost native)Excellent Customer service skills. Demonstrate ability to troubleshoot and research application issues. Ability to explain technical information to End Users with effective verbal and written communication. Be able to set priorities and handle multiple tasks. Ability to determine the priority of a problem and act accordingly. Adhere to Service Desk processes and procedures. Present a positive, effective, and flexible contribution to achieving team targets and objectives. Highly effective Team player: Openly and willingly shares ideas, knowledge, and expertise. ..... full job details .....