IT Services Desk Technician (m/f)

Main mission

This position reports to IT Servicedesk manager and be part of IT Europe Service desk team. He is responsible to treat tickets for first and second levels to deliver the end-users expected support level, and proximity Geneva support. Some back office tasks will be treated as management of IT assets and administration of internal systems in accordance with the IT policies and be part of some service-desk projects.

Main responsibilities

· Respond to support tickets within agreed Service Level Agreements

· Solve support tickets following ITIL framework best practise

· Analyse ticket to assign the correct priority in accordance with impact and urgence level

· Perform support over the phone using a remote connection tool or at the IT desk

· Search information on internal documentation or on other sources to solve tickets

· Perform ticket escalation to 3rd level by putting troubleshooting data in the ticketing system

· Maintain and follow his tickets queue and keep communication with requester

· Work and collaborate with IT team

Service desk

Maintain Level 2 services to provide effective, timely and quality support for the entire user community and its partners

Scope of support: basic network problem, username and password issues, uninstalling/reinstalling basic software applications, replace hardware, email issues, mobile phone deployment,…

Perform support according to IT workspace strategy, processes and security policies

Update technical documentation

Proactively identify and act on opportunities to improve systems and applications

Software administration and internal projects

Basic administration of some IT service desk software or infrastructure software (ex: Intune,…)

Participate to local IT projects

Team collaboration

Customer-focused approach development

Maintain professional and technical knowledge

Collaborate effectively with peers and colleagues

Education

· Bachelor’s degree in Information Technology, Computer Science, Information Systems,

or a related field, or equivalent experience 3 years’ experience in IT operations

· Language: English and French any other language would be an added value

· Excellent written and spoken communication skills Effective listening skills

Experience

· 3 years minimum of experience on servicedesk within an industrial business environment

· Experience on support for an international company

· Experience on company with Microsoft environment (windows 10, Office 365, Exchange, Intune,…)

If you are interested in applying for this vacancy, please forward your CV and covering letter through our website.