Service Desk Engineer
6 days ago
We are looking for a Service Desk Technician for one of our clients. Your job scope is as follows:Provide first-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 complex 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
Skills and RequirementsBasic understanding of computer hardware, software, and networking concepts with Max 2 years experience
Familiarity with Windows and/or Mac operating systems
Knowledge of common office software applications (e.g., Microsoft Office Suite)Soft SkillsStrong problem-solving and analytical skills
Excellent verbal and written communication skills
Customer-oriented with a friendly and patient demeanor
Certifications: ITIL Foundation or other relevant certifications are a plus
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