Help Desk Analyst
3 months ago
**Résumé des fonctions essentielles du poste**:
- Fournir un soutien de bureau pour les problèmes pratiques
- Fournir un soutien téléphonique aux utilisateurs sur place ou à distance
- Familiarité avec les outils de support de bureau à distance
- Suivre et enregistrer toutes les demandes de service de bureau dans la base de données de suivi des tickets
- Répondre à l'utilisateur final dans le cadre du SLA de réponse spécifié
- Résoudre les incidents et les demandes de service dans le cadre du SLA requis
- Effectuer des recherches sur la résolution des problèmes et documenter les solutions
- Transférer les tickets hors de portée ou non résolus au personnel informatique approprié
- Participer aux implémentations technologiques, à la fois à l'échelle de l'entreprise et au niveau des unités commerciales
- Effectuer les configurations de présentation en salle de conférence
- Remplacer les téléphones, imprimantes et câbles réseau défectueux
- Aider aux déploiements de logiciels/matériels au sein de l'entreprise
- Maintenir et suivre l'inventaire du matériel.
- Coordonner les besoins du bureau avec le responsable informatique régional et/ou les responsables des bureaux locaux
- Remplacer le matériel défectueux sur les ordinateurs de bureau et portables
- Créer des images d'ordinateurs portables, de bureau et de postes de travail
- Installation/mise en service de l'équipement des nouveaux employés
- Aider aux opérations LAN/WAN ; y compris l'installation, le support et la documentation
- Coordonner l'installation et les déplacements des bureaux/cabines
- Installation et configuration des imprimantes réseau
- Surveiller et mettre en œuvre les politiques, procédures et normes de l'entreprise pour garantir la conformité
- Connaissance opérationnelle des concepts de réseau, de téléphonie et d'infrastructure
- Capacité à gérer le stress au travail, à interagir efficacement avec les autres sur le lieu de travail et à agir avec honnêteté et sang-froid en public
- Fournir un support d'assistance à distance au besoin
- Autres tâches selon les besoins
**Compétences requises**:
- 2 à 3 ans d'expérience dans un environnement de support informatique
- Certification A+ et certification ITIL Foundations (de préférence)
- Expérience de la prise en charge des systèmes d'exploitation Windows
- Compétences techniques avancées en logiciels et en matériel
- Expérience de la prise en charge des environnements en réseau
- Expérience de la prise en charge des ordinateurs Apple
- Excellentes compétences en communication écrite et verbale
- Flexibilité dans l'horaire de travail - doit être capable de faire des heures supplémentaires si nécessaire
- Solides compétences organisationnelles, capacité à hiérarchiser les tâches
- Capacité à travailler avec une supervision mínimale
- Capacité à offrir un service client exceptionnel
- Capacité à établir des relations avec les clients
- Posséder une forte attitude d'auto-démarrage
- Forte attention aux détails ; capacité à documenter les problèmes et les solutions
- Capacité à offrir un excellent service client à tous les niveaux de l'organisation et avec
des partenaires externes
- Posséder de solides compétences en matière d'organisation, de gestion du temps et de gestion de projet avec une
capacité démontrée à travailler de manière autonome et en équipe
- Capacité à communiquer de manière claire et concise, à l'oral comme à l'écrit
- Faire preuve d'un haut niveau de professionnalisme et d'excellentes compétences interpersonnelles
- Forte capacité à établir des relations, proactif, axé sur les résultats et débrouillard
- Capacité à respecter les délais sans compromettre l'exactitude, l'excellente qualité des produits et l'attention aux détails
Robert Half est la première et la plus grande firme de solutions de gestion des talents spécialisées au monde, qui met en relation des chercheurs d'emploi hautement qualifiés avec des opportunités au sein de grandes entreprises. Nous offrons des solutions de placement contractuel, temporaire et permanent dans les domaines de la finance et de la comptabilité, des technologies, du marketing et de la création, et du soutien administratif et à la clientèle.
Seules les descriptions de postes situés au Québec apparaissent en français.
© Robert Half, 2024. Numéro de permis du Québec AP-2000503. En cliquant sur « Postuler maintenant », vous acceptez les conditions d’utilisation de Robert Half.
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