IT Help Desk Officer

Key responsibilities
Under the supervision of the Help-Desk Manager, you will handle reception and IT phone support for COLAS users.
You will intervene remotely on workstations when necessary through remote assistance in order to diagnose and resolve incidents.
You will guide users in their requests for services or equipment, both hardware and software.
Your excellent interpersonal skills will allow you to advise our users in a pragmatic and efficient way and to identify their needs.
In this respect, your main missions will include the following:
Handle user requests by phone or through the portal
Record requests in the information system
Diagnose incidents
Record all steps from diagnosis to incident resolution in the ticketing tool
Escalate incidents to the appropriate service when necessary
Ensure follow-up of requests
Research and apply new solutions to non-referenced problems
Draft new instructions or operating procedures
Assist users in installing their equipment and/or software
Ensure follow-up and communication related to request processing with different support levels
Contribute to service improvement and enrich the knowledge base
Participate in identifying major malfunctions
Alert your manager of potential issues encountered
Hard skills
Good to know
Goals & Performance Metrics:
6 mois de période d’essai
N+1 Management Style:
Collaborative
Career Progression Opportunities:
Possibility to move up to Level 2
Benefits & Culture:
Join COLAS Group, a world-renowned company and one of the global leaders in transport infrastructure and construction
Enriching interactions with colleagues from several countries
Access to modern and evolving IT technologies
Career development opportunities
The benefits
Competitive salary
Collaborative and friendly work environment
Fixed transport allowance (depending on position level)
Hybrid remote work possibility
Monthly performance bonus
Relevant training programs
Medical insurance
Opportunities to travel abroad for training or exchanges
Candidate Selection Criteria:
Profile sought
With a minimum of a two-year higher education diploma in IT, you have solid first professional experience in a similar position.
You have a logical mind and are well organized, enabling you to quickly identify user issues.
You communicate perfectly in French, both orally and in writing. English proficiency would be an asset.
Skills
Ability to identify problems
Analytical and synthesis skills
Ease on the phone
Customer orientation and communication skills
Knowledge
Incident diagnosis and ticketing
Windows environment
Microsoft Office and standard office tools
Networking technologies and remote access tools
Behavioral qualities
Rigor / Organization and responsiveness
Listening skills / Positive attitude
Dynamism / Adaptability
Work condition:
Shifts: 08h00-17h00 / 09h00-18h00 / 10h00-19h00 / 11h00-20h00, Monday to Friday
Message from your future manager N+1:
We offer you peace of mind with a stable, cordial, and respectful work environment, along with opportunities for growth.

Careerhub