Emploi Tunisie » Offres d'emploi en Tunisie » 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.