Helpdesk technician

At Noverka, our values illustrate who we are and define our beliefs: Human, Transparent, Passionate. We are driven by innovation and success, both in our relationships and in our practices.

Finding the right job for the right person is what we do best!

Our client, an organization in the banking industry is looking for a Helpdesk technician.

Your role and responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Main responsibilities

• Tech savvy with working knowledge of office automation products and remote control
• Proven experience as a help desk technician with one-year experience minimum
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English and French, spoken and written
• Excellent communication skills
• Customer-oriented and cool-tempered
• College diploma in an information technology field or a university degree