Service Desk Engineer

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 Requirements

Soft Skills