Service Desk Technician

2 weeks ago

Quebec City, Canada Thales Full time

Location: Quebec City, Canada

Dans des marchés en rapide évolution, les clients à travers le monde font confiance à Thales. Thales est une entreprise où les personnes les plus brillantes du monde entier se regroupent pour mettre en commun leurs idées et ainsi s'inspirer mutuellement. Dans tous les secteurs où œuvre Thales, notamment l’aérospatiale, le transport, la défense, la sécurité et l'espace, nos équipes d’architectes conçoivent des solutions innovantes qui rendent demain possible dès aujourd’hui.

Au sein du groupe, Thales Digital Solutions (TDS) est un pôle d’innovation technologique supportant tous les secteurs d’activités autant sur le marché local canadien qu’à l'international. Rejoignez-nous afin de contribuer au développement de solutions pour nos missions critiques. Nos projets de pointe variés utilisent nos expertises en Intelligence Artificielle, Facteurs Humains, Systèmes autonomes collaboratifs, Optimisation, Gestion de la connaissance, Cybersécurité et Design.

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Within the group, Thales Digital Solutions (TDS) is a technological innovation hub supporting all sectors of activity, both in the local Canadian market and internationally. Join us to contribute to the development of mission critical solutions. Our various cutting-edge projects use our expertise in Artificial Intelligence, Human Factors, Collaborative Autonomous Systems, Optimization, Knowledge Management, Cybersecurity and Design.

**Résumé de l’emploie**

Le rôle de technicien du centre de services est chargé de surveiller sa file d'attente de billets ainsi que tous les nouveaux billets provenant des utilisateurs vers la file d'attente générale des billets. Le technicien prendra également les appels entrants adressés au centre d'appels. Le technicien est également responsable de la maintenance de l'environnement de travail de l'utilisateur final de Thales. Ils comprennent les postes de travail (ordinateurs de bureau et ordinateurs portables), les imprimantes et autres périphériques, les équipements de vidéoconférence, les téléphones portables et les téléphones de bureau VOIP. L'accent est mis sur la stabilité, la sécurité et les performances optimales de l'environnement informatique de l'entreprise. Le technicien du centre de service est responsable de l'efficacité opérationnelle de ces systèmes. Le technicien du centre de service doit fournir un haut niveau de service à la clientèle.

**Fonctions Essentielles / Principaux Domaines de Responsabilité**

Doit être capable d'analyser, de diagnostiquer et de résoudre les problèmes complexes des utilisateurs finaux et de suggérer des solutions correctives évolutives. Ce technicien devra préparer, maintenir et maintenir les procédures de journalisation et de rapport et surveiller les opérations de bureau via le système de billetterie. Ce rôle devrait être proactif dans la gestion de l'expérience informatique du client - doit être capable d'exécuter des plans et de mettre en œuvre des projets d'infrastructure technique rationalisés/automatisés pour actualiser les systèmes pris en charge. Cette personne devra opérer en tant que support de premier et deuxième niveau pour les utilisateurs finaux exécutant des postes de travail et des ordinateurs portables et étendre / simplifier le support à distance pour les utilisateurs mondiaux.

En ce qui concerne les problèmes opérationnels complexes, doit être en mesure d'analyser les problèmes de cause profonde et d'exécuter des mesures correctives pour des expériences informatiques toujours fiables pour nos utilisateurs, puis de coordonner avec des spécialistes en informatique pour résoudre les problèmes techniques.

Doit être en mesure de documenter, d'exécuter et de maintenir les normes de sécurité des postes de travail conformément aux politiques de sécurité informatique et de gérer l'administration système des outils logiciels de gestion des actifs de bureau de l'entreprise.

Fonctions comprennent:

- Fournir un service client exceptionnel.
- A un fort désir d'apprendre.
- Soyez connecté au centre d'appels et prêt à prendre les appels entrants pendant les heures normales de bureau.
- Être dans la rotation sur appel pour le support après les heures
- Surveillez de près la file d'attente des billets entrants et dirigez-les vers les équipes appropriées si vous ne pouvez pas résoudre le problème.
- Documenter toutes les demandes et interactions des utilisateurs finaux dans le système de billetterie en suivant toutes les étapes définies.
- Assurer la gestion technique des comptes pour les clients en résolvant les

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