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**SERVICE DESK AGENT L1 FR/UK**
**Your Mission**:
**Your responsibilities**:
As a **Service Desk** **team member you will be:
- Maintaining an Asset Database and track changes;
- 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server, Network, Virtualization,);
- Control set-up & working of end user devices such as PCs, printers, mobile terminals, scanners, phones,...[MB1]
- Troubleshoot basic network issues such as Lease Line broadband issues;
- Escalate unresolved calls to the infrastructure support team or 3rd party;
- Log all calls in the Service Desk Call Logging systems;
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
- To maintain a high degree of customer service for all support queries and adhere to all service management principles;
- Provide basic in-house training in your domain expertise;
- Provide stats for the weekly Service Desk report on call trends.
**Your Profile**:
- An ITIL qualification is preferable but not essential;
- A knowledge in the following domain would be considered as an asset (level 1):
- Windows & Linux Environment ( Active Directory, SCCM,);
- Citrix Xen App (reset profile, kill session,);
- VMware basic understanding;
- MS Office (Marco, VB);
- Veeam or other backup tools;
- Network understanding (VLAN, DNS,).
**Your knowledge/experience**:
- **_
French and English knowledge are mandatory (speaking & writing)_**_;_
- Excellent communication skills / Excellent organizational skills;
- Team player;
- FirstIT Service Desk and/or Call Center experience is considered as an asset;
- Basic User & Security Group Active Directory administration;
- Knowledge in Operating systems for Servers and workstation (Windows, Linux);
- Experience with using and troubleshooting Exchange within a network environment (permissions, calendar sharing, delegation);
- On-site support occasionally for end user support;
- Laptop and mobile basic setup;
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
