Technicien Help Desk

4 weeks ago


Québec QC, Canada Alfaconseil Full time

En tant que Technicien Help Desk Informatique , vous serez responsable de fournir un support technique de qualité aux utilisateurs internes et externes, contribuant ainsi au bon fonctionnement des systèmes informatiques de l'entreprise et de nos clients. Vous travaillerez en étroite collaboration avec l'équipe IT pour résoudre les problèmes, répondre aux demandes d'assistance et garantir la continuité des opérations.

Responsabilités principales :

  1. Support Technique :

    • Répondre aux appels, courriels et tickets de support technique de manière professionnelle et efficace.
    • Diagnostiquer et résoudre les problèmes matériels et logiciels des utilisateurs.
    • Assurer le suivi des incidents pour garantir leur résolution complète et la satisfaction de l'utilisateur.
  2. Assistance Utilisateur :

    • Fournir un support technique aux utilisateurs pour les applications bureautiques, les logiciels spécialisés et les équipements informatiques.
    • Guider les utilisateurs dans l'utilisation des systèmes et résoudre les problèmes d'accès.
  3. Documentation et Rapports :

    • Maintenir une documentation précise des procédures de résolution de problèmes et des solutions fréquentes.
    • Préparer des rapports périodiques sur les tendances des incidents et les performances du Help Desk.
  4. Collaboration :

    • Collaborer avec les équipes informatiques internes pour résoudre des problèmes plus complexes.
    • Participer à des projets liés à l'amélioration des processus du Help Desk.
  5. Formation :

    • Former les utilisateurs sur les bonnes pratiques informatiques et les mesures de sécurité.

Compétences requises :

  • Excellentes compétences en communication verbale et écrite.
  • Connaissance de Office 365
  • Connaissace de ConnectWise (Atout)
  • Solides connaissances techniques en matière de matériel, de logiciels et de réseaux.
  • Capacité à résoudre rapidement les problèmes et à travailler de manière autonome.
  • Expérience pratique dans l'utilisation de logiciels de gestion des tickets et des systèmes d'exploitation courants.
  • Compréhension des principes de base de la sécurité informatique.

Formation et Expérience :

  • Diplôme d'études collégiales ou expérience équivalente.
  • Expérience préalable dans un rôle de support technique ou de Help Desk.
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