Junior Service Desk Engineer

As a Junior Service Desk Technician, you will be responsible for providing first-level technical support to end-users through various channels such as phone, email, and in-person. Your key responsibilities include: - Assessing and qualifying user requests - Diagnosing and troubleshooting hardware, software, and network issues - Assisting with the installation, configuration, and maintenance of computer systems and peripherals - Processing and executing demands/resolving incidents following existing procedures - Recording, tracking, and documenting incidents/service requests using the ticketing system - Ensuring timely resolution of incidents in accordance with service level agreements (SLAs) - Escalating complex issues to senior technicians or other appropriate teams when necessary - Providing adapted responses to user demands and needs - Evaluating the user's IT knowledge and level of autonomy to adapt the response accordingly - Communicating effectively with users to understand their technical issues and provide clear instructions and solutions - Following up with users to ensure issues are resolved to their satisfaction Qualifications required for this role: - Basic understanding of computer hardware, software, and networking concepts with a maximum of 6 months experience - Familiarity with Windows and/or Mac operating systems - Knowledge of common office software applications (e.g., Microsoft Office Suite) In addition, the ideal candidate should possess the following soft skills: - Strong problem-solving and analytical skills - Excellent verbal and written communication skills - Customer-oriented with a friendly and patient demeanor Certifications such as ITIL Foundation or other relevant certifications are considered a plus.,