Junior IT Service Desk Agent

Summary

Join Eurofins Scientific as an IT Service Desk Agent and provide phone, email, and chat support to customers. Troubleshoot and resolve hardware, software, and network connectivity issues. Utilize various tools and learn high-level skills in networking, Active Directory, and security applications. Communicate technical information clearly to diverse audiences. Handle multiple projects and clients simultaneously in a dynamic environment. This entry-level position requires strong emotional intelligence, technical expertise, and customer focus. Prior help desk or call center experience is preferred.

Requirements

• Have a good command of written and spoken French and English
• Have a basic understanding of ITIL concepts: Incident, Major Incident, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc
• Be able to propose basic troubleshooting and repair solutions for Windows operating systems and local and cloud-based Microsoft products, including MS Office: O365, SCCM, Azure, Exchange
• Understand several local laboratory application infrastructure settings when presented with documentation
• Handle network connectivity issues, TCI/IP, firewalls, VLAN, Ethernet, etc
• Work well with other members of the global team, represent our team effectively when working remotely, and collaborate well with laboratories around the world
• Have a forward-thinking mindset that enhances productivity, efficiency and identifies process improvements
• Have 6+ months of experience in a Help Desk/Service Desk support role or one year of call centre experience

Responsibilities

• Assist customers with troubleshooting and resolving hardware, software and general network connectivity issues
• Provide phone, email and interactive chat support for local and nationwide customers from our laboratories
• Support networking, active directory and security applications
• Break down technical concepts into non-technical language and communicate them effectively to people of all IT skill levels
• Handle multiple projects, clients and tasks at the same time and enjoy working in a dynamic environment

Preferred Qualifications

Have basic knowledge of Active Directory, DNS, DHCP, VPN and remote access, Citrix, thin clients, VMWare or equivalent