Support Officer – Service Delivery

About the role

We are looking for a Support Officer – Service Delivery to provide first‑level IT assistance to internal and external customers. You will handle technical queries via phone, email or live chat, ensuring issues are logged, tracked and resolved promptly.

Key responsibilities

• Provide first‑line IT support over phone, email and live chat.
• Record, log and track incidents and service requests in the Help Desk Management system.
• Diagnose problems, offer solutions and follow up with users until resolution.
• Escalate complex issues to higher‑level support when necessary.
• Maintain and update the knowledge base and ensure service level agreements are met.
• Guide stakeholders through Helpdesk procedures and communicate status updates.

Required profile

• Diploma or degree in Computer Science, Information Technology or a related field.
• Fluent written and spoken English and French.
• Strong customer service orientation and interpersonal communication skills.
• Good diagnostic, problem‑solving and time‑management abilities.
• Willingness to work outside regular hours when required.
• Experience in troubleshooting and providing IT help‑desk support is an advantage.

Required skills

• Remote support tools (e.g., TeamViewer).
• Helpdesk ticketing software for logging and prioritising tickets.
• Knowledge of network configuration and hardware setup.
• Understanding of IT infrastructure components.