Technicien Helpdesk(H/F)
ITCDIiQeraPORT LOUIS
Description du poste
- 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
