Technician Helpdesk
INTELCIA
Employer Active
Posted 22 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Missions
The IT helpdesk technician is responsible for providing quick and helpful assistance regarding computer systems, answering questions about technical topics, and providing advice to resolve them.
Here is an overview of your daily life:
Serve as the first point of contact for users for technical assistance and processing their IT requests, by phone, email or self-service portal,br>Performing remote troubleshooting through diagnostic techniques and relevant questions,br>Determining the best solution based on the problem and the details provided by users,br>Accompanying users throughout the incident resolution process,br>Escalating unresolved incidents to the different support groups,br>Providing accurate information about IT products or services,br>Logging requests and incidents in the different ITSMs (IT service management),br>Transmitting customer comments or suggestions to the competent internal team,br>Identifying and suggesting improvements to possible procedures,br>Implementation and updating of the knowledge base.
Technical environment:
ITSM: preferably LAN desk.br>Knowledge base: Sharepoint and confluence.br>Getting Started Tool: Teamviewer / SCCM / LogmeIn.br>Office suite: Office 365.br>Windows environment.br>Analysis of software operation.br>IT hardware: Desktop / Laptop: Lenovo / HP / DELL.br>Office and multifunction printer.br>Multi-manufacturer mobile: iOS / Android.
Desired Candidate Profile
Bac + 2/3 minimum in IT, bilingual, you have a first experience in the service desk or technical support.br>Knowledge of support tools.br>Experience desired on active directory and MS exchange.
Know:
- Knowledge of the customer support profession
- Good knowledge of systems (Windows, Linux)
- Good knowledge of virtualized environments
- Good knowledge of network technologies
Know how to be:
- Listening to customer service - Empathy
- Ability to manage stress
- Adaptability
- Sense of rigor and responsiveness essential
- Very good assimilation capacity
Know-how:
- Good level of French and English (oral and written)
- Very good elocution
- Availability and flexibility (3X8 24/7 Shift)
- Respect for rules (schedules, breaks, working methods)
- Teamwork
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Technician Helpdesk
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