The main task is to assure with your teams the best level of user productivity and offer day-to-day Helpdesk Support in time with the best efficiency. This includes:
Managing the daily work for the helpdesk team
Monitoring users’ requests
Giving the feedback reports on the central Helpdesk KPI
Organize the efficient troubleshooting and resolving of technical issues or escalate in time
Assure the respect of SLA for timely request resolution
Key Responsibilities:
You will be part of the Service Desk team:
Help to organize and document the efficient issue resolution process: first call resolution, bots automation with predefined answers
Create the users’ issues knowledge base: how-to topics, user guides, etc
Establish the exchange of knowledge process with the testing team and the development team
Use/improve the JIRA and Confluence software workflows to report and follow up on users’ requests.
Create the process of review of day-to-day tickets to ensure the quality of tickets’ follow-up.
Requirements:
High school diploma or equivalent in IT technologies
3 years of experience in a similar position
Good knowledge of ITIL/AGILE principles
Good experience with Jira and Confluence software
Rigor and organizational skills are required
Would be a plus:
MCP or Comp TIA certification
ITIL/AGILE certification
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