Service Desk Engineer

As a Service Desk Technician, your role involves providing first-level technical support to end-users through various channels such as phone, email, and in-person. You will be responsible for assessing and qualifying requests, diagnosing and troubleshooting hardware, software, and network issues, as well as assisting with the installation, configuration, and maintenance of computer systems and peripherals. Your duties also include processing demands, resolving incidents following procedures, and recording incidents/service requests using the ticketing system. It is important to ensure timely resolution of incidents in line with service level agreements (SLAs) and to escalate complex issues to senior technicians or other appropriate teams when necessary. Additionally, you will need to provide adapted responses to user demands, evaluate user knowledge in IT, and communicate effectively to understand and address technical issues. Key Responsibilities: - Provide first-level technical support to end-users via phone, email, and in-person - Assess and qualify requests - Diagnose and troubleshoot hardware, software, and network issues - Assist with installation, configuration, and maintenance of computer systems and peripherals - Process 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 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 Qualifications Required: - 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 It is noted that having certifications such as ITIL Foundation or other relevant certifications would be a plus for this role.,