Service Desk Technician
13 hours ago
We are looking for a Service Desk Technician for one of our clients. Your job scope is as follows:
- Provide advanced-level technical support to end-users via phone, email, and in-person
- Assess and qualify the request
- Diagnose and troubleshoot hardware, software, and network issues
- Assist with the installation, configuration, and maintenance of computer systems and peripherals
- Process and execute demands/resolve incidents following existing procedures
- Record, track, and document incidents/service requests using the ticketing system
- Ensure timely resolution of incidents in accordance with service level agreements (SLAs)
- Escalate critical issues to senior technicians or other appropriate teams when necessary
- Provide adapted response to user demand and needs
- Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly
- Communicate effectively with users to understand their technical issues and provide clear instructions and solutions
- Follow up with users to ensure issues are resolved to their satisfaction
- Participate in the team's skills development and knowledge management
- Share your knowledge with the rest of the team
- Participate in the integration of newcomers or junior technician
- Contribute to the capitalization of knowledge by writing knowledge sheets, technical notes or procedures
- Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes
Skills and Requirements
- Minimum of 2-5 years of experience in a technical support or service desk role
- Proven experience in resolving complex technical issues and providing mentorship to junior staff
- In-depth understanding of computer hardware, software , and networking concepts
- Proficiency with Windows and/or Mac operating systems
- Knowledge of common office software applications (e.g., Microsoft Office Suite )
- Experience with ITSM tools and ticketing systems ( ServiceNow or others)
- Soft Skills
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Customer-oriented with a friendly and patient demeanor
- Leadership abilities and a collaborative team player
- Certifications : ITIL Foundation or other relevant certifications are a plus
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