IT Service Desk Referent

Stack

Responsibilities

• ▹Provide technical supervision of the service desk activities
• ▹Support front office teams in resolving complex situations
• ▹Ensure procedures and best practices are applied
• ▹Onboard and train new team members
• ▹Support the professional development of the team
• ▹Communicate process changes and operational best practices
• ▹Track and analyse performance indicators
• ▹Check operational coverage and schedules
• ▹Stand in for management during occasional absences
• ▹Take part in managing user flows
• ▹Carry out day-to-day on-site support activities
• ▹Handle user requests and incidents

Requirements

• ▹Very good command of Windows 10 and Windows 11
• ▹Good knowledge of Microsoft 365
• ▹Command of Active Directory and identity management tools
• ▹Experience with ITSM tools (ServiceNow is a plus)
• ▹Knowledge of IT asset management and on-site support
• ▹Command of ITIL processes and IT service management best practices
• ▹At least 4 to 6 years of experience in on-site IT support or a workplace environment
• ▹Significant experience as a technical referent, mentor, team leader or team facilitator
• ▹Degree (Bac+2 to Bac+5) in IT, information systems or equivalent

Nice to have

• ▹ServiceNow knowledge
• ▹Experience in large corporate environments
• ▹ITIL certification

Soft skills

About the company

METALINE is an IT services company (ESN) specialised in infrastructure management, managed services and the Digital Work Place.