Objective:
- Provide remote IT support to End Users, handling requests received through multiple channels such as phone, email, ITSM platforms, and other support channels.
- Ensure the complete process of ticket registration, categorization, troubleshooting, resolution, and/or escalation according to established procedures.
- Document all activities, actions, and interactions within the ITSM platform during the handling of incidents and service requests.
Main Responsibilities:
- Create and maintain technical procedures and support documentation.
- Update tickets with detailed information regarding actions performed, troubleshooting steps, and resolution outcomes.
- Maintain and update the asset inventory of supported devices and equipment.
- Provide first-level technical support and troubleshooting for end-user devices and operating systems.
- Ensure adherence to service processes, quality standards, and SLA requirements.
- Escalate unresolved issues to the appropriate support teams when necessary.
- Contribute to the continuous improvement of support processes and knowledge base documentation.
Technologies:
Chrome OS
Windows 10
Windows 11
- Experience providing remote IT support to end users.
- Knowledge of Chrome OS.
- Knowledge of Windows 10 and Windows 11 operating systems.
- Experience working with ITSM tools and ticket management processes.
- Strong communication, customer service, and problem-solving skills.
- Ability to document technical procedures and user interactions accurately.
- Ability to work autonomously and manage multiple priorities.
Observations:
- Shift schedules may operate between 7:00 AM and 11:00 PM, 7 days per week (shift-based environment).
- Possibility of remote work during specific shifts, subject to compliance with service requirements and internal policies.
- Previous experience in IT Service Desk, Help Desk, or Customer Support environments is highly valued.
- Strong communication skills, initiative, and a proactive attitude are highly appreciated.
- Availability to participate in on-call support activities should be considered and agreed upon between the supplier and the consultant.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.   Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.   Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.