IT Apprentice

The Service Desk Apprentice is in charge for assisting IT staff through various needs within the department. Strong customer service acumen with a desire to investigate situations that arise and find solutions are key components of this position.

In this role, you will...

• Act as the first point of contact for customers requesting technical assistance by using the ticketing tool, in person, e-mail (Service Now).
• Record, track and document the helpdesk ITSM tool to set up a problem resolution process and feed a follow-up action that was taken to reach the final resolution.
• perform problem solving at the desktop level with hands-on approach (Example: installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications…)
• Perform remote troubleshooting through technical diagnostic and relevant questions.
• Determine the best solution based on the problem identification and the details provided by the end-user.
• Support clients throughout the problem-solving process.
• Escalate unresolved problems to higher level support staff.
• Update the inventory
• Monitor and update customer status and information.
• Forward customer comments or suggestions to the relevant internal team
• Identify and propose relevant improvements to procedures.
• Assist the Team with a project where we will be replacing hardware for EMEA locations.
• Work 35 hours per week, Monday - Friday.

You’ve got what it takes if you have / are…

• At least on year of higher education
• Experience supporting a large geographically dispersed IT infrastructure.
• The ability to learn new technologies and skills quickly
• Great time management and communication skills.
• Great team spirit
• Knowledge /ability on using remote assistance tool.
• Good understanding of computer systems, mobile devices, and other technology products.
• Adequate knowledge of basic computer hardware, including PCs, Servers, and Printers.
• Strong Customer service orientation.
• Excellent verbal and written communication skills including strong interpersonal skills with ability to speak effectively in small group settings.
• Ability to identify and resolve problems in a timely manner by defining problems, troubleshooting problems, collecting data, establishing facts, and drawing valid conclusions.
• Ability to remain composed and exhibit professionalism in all types of situations.
• Ability to adapt to change, delays and unexpected events.
• Ability to read and interpret documents such as instructions and procedure manuals.
• Ability to work cooperatively and successfully with co-employees within the company.
• Fluent in English & French
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Consideration for privacy and security obligations

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 0 - 0 EUR.

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