Service Desk Engineer

Job Description

As service desk engineer, you will work at the entry point of the company and you can be contacted at any time by a user needing help.

You will be in charge of :

• Taking into account all user requests:

- receive and record all calls, queries, complaints, requests, incidents related to the services provided by the IT Department

- follow requests and incidents from start to finish

- trace and monitor all tickets in the ITSM tool

• Ensuring the proper processing of the tickets:

- resolve incidents in accordance with SLAs

- troubleshoot users either directly, offline, or by escalating to other more qualified teams

- process requests or forward them to the appropriate team when necessary

• Handling the communication with the users:

- inform the users about the status of their request

- provide visibility on monitoring the progress of the processing of their request and their incident

- ensure the interface between operational staff and the IT department via peaceful and effective communication

- produce service quality metrics: activity level (number of tickets over a period, etc.), user satisfaction, actual resolution times, etc.

- help improve the image of the IT department among users

• Coordinating the support teams:

- assignment, planning and monitoring of the requests for assistance

- remind the teams if they are close to the defined end of intervention deadline, or are outside the deadline

There are several vacant positions.