Technicien en soutien aux utilisateurs intermÃdiaires (R4B)

Responsibilities

• receive, handle and process user requests in the service center for clientele (SAC);
• follow up on active service requests, performing appropriate operations based on status or instructions, then close the request once the client confirms completion;
• create service requests in the ticketing system and ensure proper categorization and description;
• determine priority level of requests and notify major incident manager when relevant;
• route requests to the appropriate group using available tools;
• communicate relevant information for problem resolution to concerned teams;
• document interventions and applied solutions in the tracking system;
• install and configure software, internally developed applications, and approved components, ensuring proper operation;
• install and configure desktop and laptop workstations, plus other IT equipment, following established standards and proc...