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Service Desk and L1 Deskside Support Technician H/F, Lausanne Client: Location: Job Category: Other
Job Reference: bd27d18adeaf
Job Views: 9
Posted: 21.01.2025
Expiry Date: 07.03.2025
Job Description: Job Purpose and Requirements
Manage all incoming IT production issues and requests
Create tickets if not already created
Answer and resolve:
How-to questions
Issues related to workplace services (desktop/laptop/VDI/printer, etc.)
1st level of troubleshooting for any other incoming requests and issues:
Resolve or assign tickets to the relevant 3rd level resolver groups
Work in conjunction with the Senior Support groups
Involve Major Incident Management Team when suspecting a severe issue
Effectively & efficiently manage team queues according to ticket priorities and ensure timely resolutions
Install, diagnose, maintain, and upgrade all organizational hardware and equipment ensuring optimal performance and user experience
When necessary, liaise with third-party support and PC equipment vendors
Manage stock level and inventory of IT equipment
Complete daily/weekly tasks as required
Fully document fixes to capture knowledge and contribute to Knowledge Management
Ability to interpret technical information and present it in simple terms for a less technically aware audience
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