Service Desk L1 Engineer - Tietoevry Create (m / f / d)

Job Description

Job Summary :

We are seeking a skilled and experienced Service Desk L1 Engineer to join our IT team. The ideal candidate will have a strong background in IT support with specific knowledge and experience in tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow Tool. The Service Desk L1 Technician will be the first point of contact for customers seeking technical assistance and will provide initial support and troubleshooting for various IT issues.

Key Responsibilities

• First Point of Contact : Serve as the initial point of contact for customers seeking technical assistance via phone, email, or self ticket.
• Troubleshooting : Identify, diagnose, and resolve technical issues related to hardware, software, network connectivity, and specific tools such as Intune, Active Directory, Azure, Exchange Admin, O365, and ServiceNow to be used .
• Ticket Management : Log and track all incidents and service requests in the ticketing system (ServiceNow), ensuring accurate and detailed documentation.
• User Support : Assist users with password resets, account unlocks, and basic application support.
• Configuration and Management : Perform basic configuration and management tasks in Intune, Active Directory, Azure, Exchange Admin, and O365.
• Escalation : Escalate complex issues to higher-level support teams (L2 / L3) as needed, while ensuring timely follow-up and resolution.
• Knowledge Base : Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Customer Service : Provide exceptional customer service, maintaining a positive and professional demeanor at all times.
• Team Collaboration : Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes.

Qualifications

Preferred Qualifications

What We Offer

Additional Information

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m / f / d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)

Skills Required

O365, Servicenow, Exchange Admin, Intune, Active Directory, Azure