<p><strong>IT Service Desk Analyst with English and French</strong></p>

<p>Steelcase Service-Desk process relies on a Single Point Of Contact process (SPOC process) where any Service-Desk customer within EMEA area will contact Steelcase Service-Desk to submit any IT-related incident or request.</p>

<p><strong>Mission</strong><br />
&bull; Respond to requests for technical assistance via phone or electronically<br />
&bull; Diagnose and resolve technical hardware and software issues<br />
&bull; Research questions using available information resources<br />
&bull; Advise user on appropriate action<br />
&bull; Follow standard help desk procedures<br />
&bull; Administer help desk software<br />
&bull; Redirect problems to appropriate resource<br />
&bull; Identify and escalate situations requiring urgent attention<br />
&bull; Track and route problems and requests and document resolutions in knowledge base<br />
&bull; Stay current with system information, changes and updates<br />
&bull; In order to cover the users working time it might be necessary to work in shifts</p>

<p><strong>Education/Experience</strong><br />
&bull; Min. 1 year work experience in IT support positions &bull; Strong Windows OS and MS Office skills<br />
&bull; Customer-oriented skills (ability to listen), sense of service, good interpersonal skills with internal and external customers<br />
&bull; Analytical skills (ability to analyze and synthesize), team-player, manages time and workload effectively<br />
&bull; English + French &ndash; advanced<br />
&bull; IT / Technical University degree or student &ndash; would be a plus</p>
