L1 support

L1 support is the 1st point of support contact for Sodexo users. L1 engineer is responsible for providing high-quality technical support for the Sodexo platforms to internal users through e-mail, phone interactions or desktop sharing by using incident tracking systems and standardized processes.

 Scope of Responsibilities

•  Provides high quality technical support on local/regional and global solutions to internal end users
•  Ensure tickets are registered with accurate information in ticketing system following defined processes
•  Initial troubleshooting of incidences and proper escalation to next level with qualified information if resolution can not be done in  L1 using knowledge base
• Provides feedback to the manager on the used processes to ensure continous improvement
• Review monitoring alerts and notify concerned team ensuring ticket is registered

Technical Competencies

•  Knowledge of Ticketing tools - Jira service desk preferred
•  Operational knowledge of Remote control tools
•  Knowledge of Incident management processes
•  Knowledge of Problem Management Process 
•  Knowledge of Service Request Process
•  Good user level knowledge of Microsoft suite Office 365
•  User level in monitoring tools
•  Patching and software distribution tools
•  Active Directory basic management
•  Ability to provide clear technical guidance to end users

• Collaborates : Building partnerships and working collaboratively with others to meet shared objectives
•  Manages ambiguity : Operates effectively, even when things are not certain or the way forward is not clear
• Being resilient: Remains calm and objective in emotional or stressful situations. Recovers quickly from problems and setbacks.
• Follows guidance on how to respond to challenging or volatile situations. Stays focused on tasks despite disruptions or obstacles.
• Nimble Learning: Learns through experimentation when tackling new problems, using both successes and failures as learning fodder

Experiences 

• 2 years of experience in IT Help Desk 
• End user support in high digitalized environments

 Education

• Information Technology studies or similar certifications

 Languages

• English - written and valuable spoken will be required to report and escalate tickets

Informations

Requirements

Skills:

HELPDESK COMMUNICATION SUPPORT