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Level 2 Deskside support technician H/F
4 weeks ago
Description du poste
Job Purpose and Requirements
Manage all incoming IT production issues and requests- Create tickets if not already created
- Answer and resolve:
§ how to questions,
§ Issues related to workplace services (desktop/laptop/VDI/printer,..)
- 1st level of troubleshoot for any other incoming request and issue
§ Resolve or assign ticket to the relevant 3rd level resolver groups.
Work in conjunction with the Senior Support groups; Involve Major Incident Management Team when suspecting a severe issue; Effectively & efficiently manage teams queues accordingly to ticket priorities and ensure timely resolutions; Install, diagnose, maintain and upgrade all organizational hardware and equipment ensuring optimal performance and user experience; When necessary, liaise with third-party support and PC equipment vendors; Manage stock level and inventory of IT equipment; Complete daily/weekly tasks as required; Fully document fixes to capture knowledge and contribute in Knowledge management; Ability to interpret technical information and present it in simple terms for a less technically aware audience; Identify improvement opportunities for procedures and for IT Services.-
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