User Support Technician
il y a 2 jours
User Support Technician Job Description
Provides technical support to users at their designated IT workstation, resolving incidents and issues within their area of expertise.
Key Responsibilities:
- Incident Management:
- Identify and analyze incidents reported by users.
- Resolve incidents remotely or in person, using provided documentation.
- Communicate effectively and provide excellent customer service to users.
- Escalate unresolved issues to the appropriate support group.
- Request Management:
- Fulfill planned user requests within expected timeframes.
- Perform installations, removals, relocations, and modifications of hardware or software configuration elements.
- Handle the initial management of used items, including cleaning, storage, packaging, and returns.
- Documentation and Reporting:
- Provide comprehensive reporting of all activities in the tools provided and to the direct manager.
- Update asset management or stock management information in the relevant tools.
- Contribute to the improvement of documentation through feedback.
Working Hours:
Presence between 08:00 and 17:00 for the IT Corner (on-site workstation support).
Skills Required:
- MS Windows 10/11: General knowledge.
- O365: General knowledge.
- Intune: Basic knowledge.
- Laptops & Mobile Devices: Android, iOS.
- ServiceNow: Knowledge.
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