IT Infrastructure Service Desk Agent
Core
Provide 1st line IT support for over 20,000 users across 500 sites in Europe, handling Microsoft 365, Windows 10/11, identity, access management, printing, and patching.
Role type
Service Desk Engineer (1st line support)
Builds
IT support services for laboratories, offices, and VIP users
Domain
IT Infrastructure / Enterprise Support
Deliverable
client delivery
Required skills
Troubleshooting, Microsoft 365 support, Windows support, Identity & Access Management, Ticket management, Escalation handling, Documentation
Preferred skills
Windows Server, Active Directory, Networking, BMC Helix, ITIL Foundation, Azure, SCCM, Intune, Windows Patching management
Technologies
Microsoft 365, Windows 10/11, Windows Server, Active Directory, Azure, SCCM, Intune, BMC Helix
Responsibilities
Provide 1st line IT support for end users across Europe; Troubleshoot and resolve issues related to Microsoft 365, Windows 10/11, Identity & Access Management, Printing, and patching; Register, classify, and follow up on tickets; Escalate complex issues to 2nd line support; Contribute to documentation and knowledge base articles.
Seniority
Mid-level, hands-on IC