IT Service Desk Analyst

As an IT Service Desk Analyst, you are the first point of contact for our internal users. You ensure that each employee has a high-performance, secure and operational IT environment.
On a daily basis :

• You receive tickets via the portal, e-mail or phone.

• You qualify and categorize each request correctly.

• You carry out the initial diagnosis to quickly identify the cause of the problem.

• You resolve standard issues related to applications, desktops, access, Microsoft 365, or printers.

• You document each ticket with comprehensive, structured and useful information.

• You proactively follow up and inform users until resolution.

• You support users remotely and explain solutions in a clear and educational way.

• You identify incidents that require further expertise or escalation and keep the user informed.

• You provide L2 teams with complete, documented, and useful tickets.

• You contribute to continuous improvement by enriching the knowledge base, identifying recurring incidents and proposing ways to improve. You also help to optimize our IT processes and tools.

Your strengths:

Your profile as an IT Service Desk Anayst:

• You have a bachelor's degree in computer science or IT support.

• You have a first experience in IT support or helpdesk.

• You have a basic knowledge of Windows environments (and ideally Linux).

• You are proficient in the fundamentals of Microsoft 365.

• You have some knowledge of Active Directory.

• You understand the basics of computer networking.

• You've used an ITSM tool before, ideally Jira.

• You have a strong sense of customer service.

• You are pedagogical, patient and good communicator.

• You are rigorous in documentation and able to define and manage priorities.

1. Phone Screening

2. Personality questionnaire and reasoning tests

3. Interview with the recruiter and the company

4. Let's get started! 🚀