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Service Desk Officer
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**Your Mission**:
The Service Desk Officer will play a crucial role in supporting our global workforce by providing high-quality Level 1 and Level 2 IT support. The Service Desk Officer will be responsible for ensuring seamless IT operations, managing Service Desk tools and providing first-class support to end-users in Cebi's subsidiaries.
**Your Responsabilities**:
- **Incident Management**: record and manage all incidents and service requests in Remedy ITSM, ensuring timely and accurate documentation.
- **Escalation**: escalate complex issues to the appropriate technical teams (third-line support) when necessary.
- **Active Directory Management**: provide Microsoft Windows Active Directory basic administration and support. Support user onboarding and offboarding processes, including account creation, permissions.
- **Provide Microsoft file and print servers’ basic administration and support.**:
- **Monitoring**: monitor system performance, network connectivity, and security alerts, taking immediate action when required.
- **Install Move Add & Change (IMAC)**: provide basic hardware support and achieve the installation and management of endpoint devices with our deployment tool. Manage the endpoint deployment tool.
- **Documentation**: maintain detailed records of IT issues and resolutions to ensure knowledge sharing within the team. Create and maintain documentation and reporting.
**Your Profile**:
- **Education**: Bachelor’s degree in Computer Science or equivalent.
- **Experience**: Minimum of 3 years of professional experience as an IT Service Desk Officer.
- **Certifications**: ITIL certification or an equivalent IT certification; Microsoft Certified: Azure Fundamentals is an asset; MS-900: Microsoft 365 Fundamentals is an asset.
- **Technical Skills**: Familiarity with Microsoft Servers, Active Directory, Microsoft Exchange, and ITSM systems. Knowledge of Microsoft 365 environment, networking, TCP/IP, and security is beneficial. Understanding of endpoint deployment tools is an asset.
- **Professional Skills**:
- Strong business-oriented mindset with a focus on value-added services.
- Excellent communication and interpersonal skills, with the ability to work under pressure and solve problems effectively.
- Adaptable, solution-oriented, and eager to embrace new technologies.
- Enthusiastic team player in a cross-disciplinary environment with strong written and verbal communication skills.
- **Languages**: Fluent in French and English (spoken and written). Basic level in Spanish or Italian is an asset.
**Why You Join Us ?**
- **International Environment**: Work with a diverse team in a dynamic and fast-paced environment.
- **Shared Goals and Success**: The team's spirit is reinforced when everyone understands that success is a shared responsibility. Recognizing achievements, both big and small, motivates the team to continue performing at a high level.
- **Work-Life Balance**: Flexible working hours and the possibility of remote work when applicable.
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