Job offer
Specialized Help Desk Manager
The Specialized Help Desk Manager is responsible for providing Level 2 support to customers and internal clients, expanding the knowledge base, and collaborating with vendors and project managers. The position requires experience in the field of information technology, knowledge of Windows 11, Active Directory, and networks, as well as ITIL Foundation certification.
Tasks
- Provide Level 2 support when handling incidents and requests from customers and internal clients, either by phone or on-site
- Contribute to expanding the knowledge base
- Collaborate with suppliers and project managers in handling requests and incidents
- Manage VIP support remotely or on-site
- Incident tracking and reporting; compliance with the OLA (Objective Level Agreement) in place
Requirements
- You hold a CFC in the field of information technology and have at least 3 years of experience in a similar position
- You are proficient in the Windows 11 environment (Azure, Office 365, Teams)
- You are proficient in diagnostic and desktop management tools (SCCM, Windows 11, etc.)
- You have a good understanding of Active Directory, email (Outlook, Microsoft 365), and basic networking concepts (TCP/IP, VPN, DNS, DHCP)
- You are ITIL Foundation certified or have a good understanding of ITIL
- You have a versatile, flexible, and independent personality and enjoy working as part of a team
- You are skilled at analyzing, diagnosing, and resolving complex technical problems
- You have an excellent command of French, both spoken and written. English is a plus.
Job details
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