Technicien Service Desk N2
Core
Provide Level 2 IT support for the April project users, resolve complex incidents, and coordinate the Service Desk team to ensure optimal service quality.
Role type
Senior Service Desk Technician (Level 2) with team leadership
Builds
IT support services for project users
Domain
IT Service Management / Enterprise IT Support
Deliverable
client delivery
Required skills
Incident diagnosis and resolution, team leadership and motivation, SLA monitoring, documentation and procedure creation, continuous improvement, Windows 10/11 environment management, Active Directory administration, Microsoft 365 administration, ITSM tool proficiency (ServiceNow, Remedy, Jira), crisis management, stakeholder communication
Preferred skills
English language skills
Technologies
Windows 10/11, Active Directory, Microsoft 365, ServiceNow, Remedy, Jira
Responsibilities
Diagnose and resolve complex incidents not handled by Level 1, liaise with Level 3 and infrastructure teams for critical issues, lead and motivate the Service Desk team, organize task distribution, monitor ticket adherence to SLAs and produce regular reports, write and update resolution guides and best practices, propose optimizations to reduce recurring incidents
Seniority
Senior, hands-on IC with team management