Service Desk Engineer

Job Description

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 Basic understanding of computer hardware, software, and networking concepts with Max 2 years experience Familiarity with Windows and/or Mac operating systems Knowledge of common office software applications (e.g., Microsoft Office Suite) Soft Skills Strong problem-solving and analytical skills Excellent verbal and written communication skills Customer-oriented with a friendly and patient demeanor Certifications: ITIL Foundation or other relevant certifications are a plus Show more Show less