Technicien Hotline H/F
Core
First-line support technician handling immediate resolution of incidents and user requests via phone and ticketing systems.
Role type
Hotline Technician (Service Desk)
Builds
Incident resolution workflows and user satisfaction metrics
Domain
IT Service Management / Digital Transformation
Deliverable
client delivery
Required skills
Incident triage, ticket management, knowledge base utilization, SLA monitoring, escalation procedures, user communication
Preferred skills
Technical troubleshooting, quality survey execution, procedural compliance
Technologies
ServiceNow, Microsoft, SAP, Salesforce
Responsibilities
Log and track user requests across all channels, detect urgency and criticality levels, apply resolution procedures and knowledge base, identify workarounds, escalate to appropriate support levels, alert on knowledge base non-compliance, follow up on stalled tickets, ensure user satisfaction.
Seniority
Junior, hands-on IC