Your Profile:
- Level of Studies: Bachelor's degree in Information Systems, IT fields, or a similar domain.
- Experience: Internships or practical experience in similar areas of IT support and service.
- Languages: A good level of English and French proficiency.
Main Responsibilities:
1. IT Field Services and Support
You will provide first-level support for various IT services across the organization, including:
- Network Services:
- Troubleshoot network issues and patch devices at workstations.
- Diagnose and resolve problems either at the user’s desk or in an IT lab environment.
- IT Equipment & Service Support:
- Handle warranty claims related to IT devices.
- Perform service duties for fixed IT assets like printers and meeting room hardware (e.g., video conferencing equipment).
- Manage installations, moves, additions, and changes to IT devices and track their status.
- Printing & Voice Communications:
- Support local printing systems, including SAP and office printers.
- Support local voice communications (mobile, landline, and Edgebox) and report on the status of these systems.
2. IT End-User Service and Support
Provide first-line technical support to end users, focusing on the following:
- Ticketing & Issue Resolution:
- Take and analyze end-user calls regarding IT services.
- Create and manage tickets using ITSM software (e.g., ServiceNow).
- Prioritize and categorize tickets, ensuring timely resolution within defined SLA times based on ITIL processes.
- Escalate tickets to higher levels of IT support as needed.
3. IT Purchase Requests
You will handle IT procurement requests:
- Purchasing System:
- Manage requests and confirm invoices for equipment, services, and contracts using the Coupa system.
- Ensure all items not physically received via the reception area are properly checked and confirmed.
4. IT Asset Management
In this role, you'll help maintain accurate records of IT equipment:
- Inventory Management:
- Take inventory of new and used IT devices, including PCs, printers, etc.
- Update and maintain entries in the central asset management tool.
- Work with other departments, like Finance, to ensure the system is fully up to date.
5. Knowledge Dispersion
You will be responsible for sharing technical knowledge across the organization:
- Collaboration & Knowledge Sharing:
- Share and receive knowledge regarding new technologies, implemented systems, or any IT issues with your colleagues.
- Help improve overall support quality by ensuring knowledge is passed on to the rest of the team, especially across the EMEA region.
Ideal Candidate for This Role:
- Technical Skills:
- Experience with basic IT support, troubleshooting hardware, software, and network issues.
- Familiarity with ITSM software like ServiceNow and ITIL processes.
- Knowledge of inventory management and asset tracking tools.
- Understanding of network services, voice communications, and printing systems.
- Problem-Solving & Communication:
- Strong ability to analyze and resolve issues efficiently, especially at the first level of support.
- Good communication skills to interact with both end-users and colleagues in various departments.
- Organizational Skills:
- Capable of managing multiple tickets, handling IT procurement requests, and maintaining accurate asset records.
- Language Proficiency:
- Proficiency in both English and French is crucial for supporting a diverse EMEA region.
- Customer-Centric:
- Ability to manage user expectations, provide support in a clear and approachable way, and follow up on issues to ensure satisfactory resolution.
