Junior Service Desk Engin

We are looking for a Junior Service Desk Technician for one of our clients. Your job scope is as follows:Provide first-level technical support to end-users via phone, email, and in-personAssess and qualify the requestDiagnose and troubleshoot hardware, software, and network issuesAssist with the installation, configuration, and maintenance of computer systems and peripheralsProcess and execute demands/resolve incidents following existing proceduresRecord, track, and document incidents/service requests using the ticketing systemEnsure timely resolution of incidents in accordance with service level agreements (SLAs)Escalate complex issues to senior technicians or other appropriate teams when necessaryProvide adapted response to user demand and needsEvaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordinglyCommunicate effectively with users to understand their technical issues and provide clear instructions and solutionsFollow up with users to ensure issues are resolved to their satisfactionSkills and RequirementsBasic understanding of computer hardware, software, and networking concepts with Max 6 months experienceFamiliarity with Windows and/or Mac operating systemsKnowledge of common office software applications (e.g., Microsoft Office Suite)Soft SkillsStrong problem-solving and analytical skillsExcellent verbal and written communication skillsCustomer-oriented with a friendly and patient demeanorCertifications: ITIL Foundation or other relevant certifications are a plus Show more Show less We are looking for a Junior Service Desk Technician for one of our clients. Your job scope is as follows:Provide first-level technical support to end-users via phone, email, and in-personAssess and qualify the requestDiagnose and troubleshoot hardware, software, and network issuesAssist with the installation, configuration, and maintenance of computer systems and peripheralsProcess and execute demands/resolve incidents following existing proceduresRecord, track, and document incidents/service requests using the ticketing systemEnsure timely resolution of incidents in accordance with service level agreements (SLAs)Escalate complex issues to senior technicians or other appropriate teams when necessaryProvide adapted response to user demand and needsEvaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordinglyCommunicate effectively with users to understand their technical issues and provide clear instructions and solutionsFollow up with users to ensure issues are resolved to their satisfactionSkills and RequirementsBasic understanding of computer hardware, software, and networking concepts with Max 6 months experienceFamiliarity with Windows and/or Mac operating systemsKnowledge of common office software applications (e.g., Microsoft Office Suite)Soft SkillsStrong problem-solving and analytical skillsExcellent verbal and written communication skillsCustomer-oriented with a friendly and patient demeanorCertifications: ITIL Foundation or other relevant certifications are a plus Show more Show less