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

 

Montagne