Service Desk Specialist
Core
Provide 1st-level technical support via phone, email, and remote assistance to customers, resolving issues and ensuring a high first-contact resolution rate.
Role type
1st-level service desk specialist
Builds
Customer support tickets and knowledge base documentation
Domain
IT support, Microsoft 365, Identity management
Required skills
1st-level support experience, Windows 10/11, Microsoft 365, Microsoft Entra ID, Intune, ServiceNow, ITIL processes, Dynamics 365
Preferred skills
Apple support, AB-900 certification, ITIL 4 Foundation, Dynamics 365 finance knowledge, French language
Technologies
Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID, MFA, SSPR, Intune, ServiceNow, Dynamics 365
Responsibilities
Perform 1st-level support via phone, email, and remote assistance; analyze, resolve, and document user problems; support Microsoft 365 basics (Exchange, Teams, SharePoint, OneDrive); manage identity topics (Entra ID, MFA, SSPR); manage endpoint basics (Intune) and access rights; work within ITIL processes in ServiceNow; create documentation and checklists; collaborate with third-party vendors; perform administrative tasks and reporting in Dynamics 365
Seniority
Entry-level to Junior