QA Support Specialist

Client of Xperts4

Key Responsibilities:

Own and manage the end-to-end operation of the IT ticketing system supporting internal teams and affiliated entities across digital initiatives.
Ensure proper logging, prioritization, categorization, and resolution of incidents and service requests across various digital projects.
Monitor ticket queues, response times, and resolution timelines to ensure compliance with defined SLAs.
Act as the main escalation point for complex or critical issues impacting medical operations or digital initiatives.
Ensure consistent documentation of issues, resolutions, and workarounds within the ticketing system.
Coordinate with internal technology teams, vendors, and third-party providers for issue resolution.
Define and enforce standard operating procedures for IT support and service delivery across digital products and projects.

Qualifications & Requirements:

Bachelor s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Minimum of 5 years of experience in IT support, service desk, or application support roles.
Strong understanding of ITIL-based support processes (Incident, Problem, and Request Management).
Basic knowledge of SQL (Structured Query Language).
Strong sense of ownership, accountability, and customer focus.
Excellent analytical, troubleshooting, and problem-solving skills.
Ability to produce clear and structured operational and performance reports.
Fluency in both French and English.