Service Desk Specialist

Job Description

As a Service Desk Specialist in our IT Department, you will join a team where you will actively take charge of :

• Collaborators assistance for 1300 people in the HQ and branch offices
• Office applications (standard and business) including treatment, solving and follow-up of issues

Your missions

• Ensure telephony duties and reception of employees, according to Service Desk opening hours
• Provide support to PC users for workstation setup, peripherals, account access, network connectivity, printing services and Microsoft Office applications
• Perform initial troubleshooting and deliver timely solutions where possible; if the issue cannot be resolved, escalate it to the appropriate team
• Classify, process and document all requests and incidents in the ticketing system, ensuring proper follow-up with collaborators
• Contribute to the maintenance of the knowledge database with clear and practical solutions
• Record hardware movements (delivery and return of laptops, phones and peripherals) and keep related information up to date