Technicien Helpdesk(H/F)

• Collect user requests via ticketing system, phone or directly. Attend to the incidents/requests.
• Track requests under the established service agreement.
• Maintain operational documents and record all service incidents.
• Track events reported by IS control and management tools (monitoring tools) as part of the service agreement.
• Manage incidents reported by Level I & II specialists and escalate to Level III Specialist if necessary.
• Manage, diagnose incidents on hardware resources and physical data carriers.
• Ensure the proper functioning and availability of systems and anticipate their growth if needed.
• Implement new systems/applications based on recommendations made by specialists.
• Ensure consistent interactions between different systems.
• Ensure the management of IS access rights.
• Handle Level I & II incidents.
• Analyze, track, and remediate IS performance issues.
• Implement procedures and documentation and support change with the IT department

• Holds a degree/diploma in Computer Science or related fields
• Minimum 1-2 years of related work experience
• Ability to communicate fluently both orally and in writing (French and English)
• Ability to diagnose and resolve Level 1 (or even 2) incidents
• Knowledge of Active Directory administration
• Good knowledge of Microsoft Office 365 office suites, Windows 10, and Windows 11 desktops
• Autonomous, rigorous
• Strong analytical and problem-solving skills
• Sense of organization
• Strong team spirit
• Listening and adapting skills
• Patient, pedagogue
• Good presentation

*This offer is applicable to the Tribe of Port Louis only