Service Desk Technician

Functions and Responsibilities:

• Management and resolution of incidents and requests transferred to level 1 on the IT services of the corporate catalogue by the owners of said IT services.
• Communication/updates on incidents to business by chat and/or email.
• Monitoring system performance.
• Knowing the corporate IT Services catalogue.
• Knowing and applying the incident and service request management processes defined in the company.
• Knowing in detail the escalation matrix to the company's support groups for precise escalation to level 2.
• Addressing any queries from users.
• Providing assistance to IT services related to the onsite microcomputing field in the office (User station, printing and videoconference rooms, inventory management, purchases/orders to suppliers).
• Staying up to date with updates and changes in the company.