Requirements: English
Company: Ampstek
Region: Paris , le-de-France
Job Title: Service Desk Analyst
Job Location: Paris, France
Job Type: Contract
Hybrid/Onsite: Fully Onsite
Languages: French & English
Job Description:
- The role involves handling incoming calls, resolving technical issues, and providing first-line IT support to users, ensuring minimal disruption to business operations.
- To investigate causes of unexpected server crashes, and service crashes and provide RCA as and when required for hardware failure
- Accurately log all incidents and service requests in the ticketing system and follow up to ensure timely resolution.
- Hardware Troubleshooting (Desktop, Laptop, Servers, ticketing Kiosk and Network Devices)
- OS installation, upgrade and troubleshooting OS Service pacts/Patches installation for Windows and iOS using SCCM/Intune
- Third parts tools installation as per guidelines and manage Hardware Spare stock
- Monitor open incidents and requests, keeping users informed of progress and Adhere to service level agreements (SLAs) and performance targets.
- Assist with onboarding and offboarding of users by setting up accounts, IT Device and access rights.
- Vendor coordination for the replacement of faulty hardware
- Create and maintain knowledgebase/SOP and central repository for informations sharing
- Knowledge and good understanding of Active Directory Tools and objects (policy, trust, FSMO), DNS, DHCP, Windows (x86 & x64) Group policy etc.
- Knowledge of ITIL framework
- Knowledge of hardware monitoring tools is an added advantage
- Minimum 4+ years of experience for Deskside consultant or Service Desk Expert
- Excellent communication and conversation skills (Verbal and Written both Dutch - Primary or French-Secondary & English)
- Should have a great customer handling skills
- Able to handle unforeseen situations and able to support Oncall when required during site outage
- This is a onsite role and would require to be working from Office and would be able to perform floor walk and report on daily basis.
- 5% travels across continent locations will be required across the Netherlands and France