Full-Time Technician Help Desk (Anglophone)

As a HelpDesk Technician, you will be the first point of contact for our users, ensuring quick and effective resolution of incidents and requests. By joining our HelpDesk team, you’ll play a key role in user satisfaction while contributing to the continuous improvement of our services.

Key Responsibilities:

• Handle Level 1 requests (calls, emails, self-service).
• Diagnose and resolve incidents remotely based on established procedures.
• Develop and update procedures to enhance operational efficiency.
• Escalate complex issues to Level 2 or Level 3 support as needed.
• Perform back-office tasks such as request processing.
• Train new hires and provide occasional administrative supervision.
• Stay updated on client systems and processes to ensure autonomy.

Technical Environment:

Tools: ITSM (ServiceNow), Microsoft Office Suite, Windows 10/11

Frameworks: ITIL (bonus if familiar)

What We’re Looking For:

• Fluent English skills.
• Proactivity, prioritization, and deadline management.
• Solid understanding of IT systems and networks.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and documentation skills for user interaction and procedure creation.
• Ability to work independently, manage time effectively, and thrive under pressure.

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