Junior Service Desk Engin

We are looking for a Junior 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 6 months 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