IT Help Desk

Une société tunisienne cherche des techniciens en informatique (IT help desk) bilingue Néerlandais/anglais (le néerlandais est obligatoire)
Mission :
Roles & Responsibilities

Experience Level: 1-4 Years
Location: Remote or work from home
Language: Good Read / Write and Converse skills on Language – Spanish and English.



Job Description
·         Meet established service level metrics for call response, technical support, and customer service.
·         Provide Help Desk support for End users and Level 1 Support for IT Infrastructure and Applications.
·         Log Incidents / call tickets into Service Now, monitor incoming customer ticket queues for assignment, follow-up, and resolution.
·         Use remote tools to troubleshoot and resolve end users laptops, desktops, mobile devices (Apple iPad / iPhone, Android Phones, Blackberry devices  and other mobile smart phones).
·         Follow and complete Help Desk opening and closing checklists.
·         Research and update Knowledge Base for solutions that can be used to provide first-contact resolution.
·         Perform installation/ troubleshooting / configuring of MS Outlook Client, MS Office Applications software, Antivirus Software, etc.
·         Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
·         Perform in depth troubleshooting of desktop/ laptop computers, printers, and other directly attached peripherals to identify issues.
·         Provide / Assist users with basic Level 1 troubleshooting of Business Applications, Share Point Portals, Active Directory, MS Exchange Email, Blackberry, File Server, Print Server, MS Lync, etc.
·         Provide basic troubleshooting for Networks (LAN, Wireless LAN), User desktop Telephones etc.

Job Description
·         Meet established service level metrics for call response, technical support, and customer service.
·         Provide Help Desk support for End users and Level 1 Support for IT Infrastructure and Applications.
·         Log Incidents / call tickets into Service Now, monitor incoming customer ticket queues for assignment, follow-up, and resolution.
·         Use remote tools to troubleshoot and resolve end users laptops, desktops, mobile devices (Apple iPad / iPhone, Android Phones, Blackberry devices  and other mobile smart phones).
·         Follow and complete Help Desk opening and closing checklists.
·         Research and update Knowledge Base for solutions that can be used to provide first-contact resolution.
·         Perform installation/ troubleshooting / configuring of MS Outlook Client, MS Office Applications software, Antivirus Software, etc.
·         Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
·         Perform in depth troubleshooting of desktop/ laptop computers, printers, and other directly attached peripherals to identify issues.
·         Provide / Assist users with basic Level 1 troubleshooting of Business Applications, Share Point Portals, Active Directory, MS Exchange Email, Blackberry, File Server, Print Server, MS Lync, etc.
·         Provide basic troubleshooting for Networks (LAN, Wireless LAN), User desktop Telephones etc.