Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Manages customer interactions & records reported issues in the ITSM Identifies issues, apply fixes and investigate root causes using internal instructions Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner Fluency in French and Italian Good command of English Excellent communication and customer service skills Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills Flexibility to work shifts if required (M-F business hours - no night or weekend shifts) Experience of providing remote IT support is an advantage Ideally University education, preferably technical degree Microsoft certifications are a plus