Technicien HelpDesk N1
Core
First-level IT support technician handling user requests, diagnosing hardware/software issues, and ensuring service quality.
Role type
Level 1 Help Desk Technician
Builds
IT support services for end-users
Domain
IT Operations / Help Desk
Deliverable
client delivery
Required skills
Windows environment management, Active Directory, Office 365, ticketing tools (GLPI, ServiceNow, Jira), basic networking (TCP/IP, VPN, Wi-Fi), hardware troubleshooting, procedural documentation
Preferred skills
None stated
Technologies
Windows, Active Directory, Office 365, GLPI, ServiceNow, Jira
Responsibilities
Receive and qualify requests/incidents via phone, email, or ticketing; diagnose first-level hardware and software faults; apply standard resolution procedures; escalate to N2/N3 when needed; track tickets to closure; assist users with office tools and applications; contribute to procedure improvement and knowledge base; ensure SLA and quality indicator compliance
Seniority
Entry-level IC
