SKILLS, KNOWLEDGE AND EXPERIENCE:

• Excellent understanding of French and Italian – spoken and written;
• Availability to work in shifts: Monday-Friday: 09:00-18:00; 10:00-19:00
• Confidence in speaking to users directly;
• Troubleshooting experience in a support environment;
• Ability to work under pressure ;
• Basic networking skills required;
• Basic Audio Visual knowledge preferred;
• Strong experience working in a service desk or incident management environment preferred.

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RESPONSABILITIES:

• Act as initial point of contact for all end-user support requirements;
• Act as first line support for any users experiencing issues with room bookings;
• Provide video and audio 1st line support services;
• Incident logging and tracking;
• Attempt to resolve as many incidents as possible at first point of contact offering advice and guidance;
• Provide day-to-day Video Conference session support, including programming call and call monitoring, assist in testing links to authorised external companies, monitor usage and availability of equipment in rooms;
• Record all incidents and Video conference requests within the SCC service desk tool;
• Monitor mailbox in accordance with OLA’s and SLA’s.

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