Service Desk Technician

As a Service Desk Technician for one of our clients, your primary responsibility is to provide first-level technical support to end-users through phone, email, and in-person interactions. You will be tasked with 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. It is essential to process and execute demands/resolve incidents following existing procedures, record, track, and document incidents/service requests using the ticketing system, and ensure timely resolution of incidents in accordance with service level agreements (SLAs). In case of complex issues, you are expected to escalate them to senior technicians or other appropriate teams. Providing an adapted response to user demands and needs, evaluating the user's IT knowledge and level of autonomy, and adjusting the response accordingly are also crucial aspects of this role. Effective communication with users to understand their technical issues and provide clear instructions and solutions is a key part of the job. Additionally, following up with users to ensure that issues are resolved to their satisfaction is an important component of your duties. The ideal candidate for this position should have a basic understanding of computer hardware, software, and networking concepts, with a maximum of 2 years of experience. Familiarity with Windows and/or Mac operating systems, as well as knowledge of common office software applications such as the Microsoft Office Suite, is required. In terms of soft skills, strong problem-solving and analytical skills are essential. Excellent verbal and written communication skills, a customer-oriented approach with a friendly and patient demeanor, and certifications such as ITIL Foundation or other relevant certifications are considered a plus.,