Responsibilities

Handle complex and escalated incidents and service requests from Tier 1.
Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions.
Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues.
Validate escalated tickets and ensure accurate documentation before closure.
Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams.
Maintain knowledge-base articles, known errors, and resolution procedures.
Monitor incident trends, SLA performance, backlog, and recurring issues.
Participate in problem management, major incident reviews, and continuous service improvement.

Requirements

5–10 years of experience in Service Desk, IT Support, or a related technical support role.
Strong experience in incident, escalation, and service request management.
Good knowledge of ITIL processes, SLA management, and ticketing systems.
Strong troubleshooting and root-cause analysis skills.
Experience coordinating with multiple IT teams and external vendors.
Ability to prepare incident reports, service reports, and performance summaries.
Strong communication, problem-solving, and customer-service skills.
Experience mentoring or supporting Tier 1 Service Desk teams is preferred.

Benefits

Long Term Project

Compétences requises

Advanced troubleshooting and root-cause analysisIncident escalation managementService request managementITIL processes knowledgeSLA management and monitoringTicketing systems operation, ticket validation and closureCoordination with internal IT teams and external vendorsKnowledge-base and documentation maintenanceCoaching and mentoring Tier 1 service desk staffMonitoring incident trends and backlog analysisProblem management and major incident review participationPreparation of incident, service, and performance reportsCustomer service and technical communication skills

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