IT Service Desk Engineer

about the role

• Phone support to the users on their availability range.
• Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
• Respond to all escalations in a timely manner in line with the Incident Handling Policy.
• Provide updates to the customers per the Incident Handling guidelines. Updates include managing updates notifications, Email and Telephone communication.
• Diagnose incidents utilizing administration tools or remote-control utilities to troubleshoot PC, operating system, or system incidents
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
• Perform technical escalations in line with Incident Handling policy
• Ensure incidents are routed to the proper next level/organization as part of the incident management process
• Liaise with other relevant departments. e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly.
• Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
• To resolve by himself/herself most of the incidents relevant to the scope of expertise.
• Undertake any other reasonable task as assigned
• Train the team members on the technical and relational aspects
• Creating the process documentation and maintaining them up to date
• Supervise the incident management tools
• Analysis and recommendations of technical solutions for the incidents resolutions and changes implementation
• Work in collaboration with the technical engineers and other experts to find and provide solutions to the incidents
• Promote new technologies and methods: follow the changes
• Contribute and guarantee of respecting the SLAs and KPIs worn by the responsible of activities