L1 - Helpdesk
Core
Active monitoring of IT infrastructures (servers, network devices, applications) and providing timely support via phone, email, or web for Managed Services customers.
Role type
L1 Helpdesk / Service Desk Technician
Builds
Incident management and proactive health checks for Realdolmen Managed Services customers
Domain
IT Operations / Managed Services
Deliverable
client delivery
Required skills
IT infrastructure monitoring, incident management, ticketing systems, troubleshooting, proactive health checks, shift work adherence
Preferred skills
Advanced English, self-development, teamwork
Technologies
Incident management application, ticketing systems
Responsibilities
Active monitoring of customers' IT infrastructures, reacting to alerts, analyzing and logging support requests, documenting troubleshooting steps, following up and escalating tickets, providing regular feedback to clients, executing proactive health checks
Seniority
L1, operational support