Service Desk Support

We're looking for a proactive and customer-focused Service Desk Support Agent to act as the first point of contact for customer queries and incident reports. In this role, you'll be central to ensuring smooth day-to-day operations-triaging issues, coordinating with internal teams, and keeping customers informed every step of the way. This is a great opportunity for someone who thrives in a fast-paced environment and enjoys problem-solving while delivering excellent service., Act as the first line of support for customer queries via phone and email Log, track, and manage tickets using internal systems (including Salesforce) Route tickets to the appropriate teams (e.g. operations and network teams) Monitor ticket progress, ensuring timely updates and escalations where needed Follow up on ongoing issues and drive them through to resolution Support customers in understanding processes, policies, and tools Assist with reporting on ticket volumes, trends, and resolution times Coordinate customer communications during incidents and maintenance Maintain accurate customer records across systems (e.g. iTop, Salesforce) Collaborate with internal teams to ensure seamless service delivery

Previous experience in a service desk or customer support environment Strong communication skills, with the ability to manage language barriers A proactive, solution-oriented mindset Ability to prioritise and manage a high volume of tickets Comfortable working in a structured, shift-based environment Experience with tools such as Salesforce, Outlook, and Dropbox Background in IT support or a technical environment is advantageous Experience within data centres is a plus Fluency in English and French is essential