Service Desk and L1 Deskside support technician H/F
Description du poste
Job Purpose and Requirements
Manage all incoming IT production issues and requests
o Create tickets if not already created
o Answer and resolve :
- how to questions,
- Issues related to workplace services (desktop / laptop / VDI / printer,..)
o 1st level of troubleshoot for any other incoming request and issue :
- Resolve or assign ticket to the relevant 3rd level resolver groups.
- Work in conjunction with the Senior Support groups
- Involve Major Incident Management Team when suspecting a severe issue
- Effectively & efficiently manage teams queues accordingly to ticket priorities and ensure timely resolutions
- Install, diagnose, maintain and upgrade all organizational hardware and equipment ensuring optimal performance and user experience
- When necessary, liaise with third-party support and PC equipment vendors.
- Manage stock level and inventory of IT equipment
- Complete daily / weekly tasks as required
- Fully document fixes to capture knowledge and contribute in Knowledge management
- Ability to interpret technical information and present it in simple terms for a less technically aware audience
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