Freelancer - Service Desk

JR France; Paris; Sur place; EUR 30 000 - 40 000; Plein temps

Résumé du poste

A leading company in IT service solutions seeks a Service Desk professional to offer quality support in a freelance capacity. You will manage user onboarding, handle incidents, provide efficient customer engagement, and work in a dynamic team to improve service processes. Strong communication and a relevant Bachelor’s degree are required, alongside proficiency in both English and French.

Qualifications

• Bachelor’s degree in a related field is required.
• Minimum 3 years of IT service desk management experience.
• Fluency in French and English is mandatory.

Responsabilités

• Support applications at L1 and manage onboarding/offboarding of users.
• Handle incidents and provide first call resolution for resolvable cases.
• Maintain standard operating procedures as per recommendations.

Connaissances

Communication

Problem Solving

Customer Engagement

Technical Support

Formation

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Systems

Outils

ServiceNow

LogMeIn

Description du poste

Social network you want to login/join with:

In Norconsulting, we are currently looking for a Service Desk professional to join us in a freelancer opportunity for a major international organization.

Duration: Long term

The role: To provide our customers with quality service, focusing on consistent and efficient support through communication, continuous improvement of processes and tools, and customer engagement.

What you will do:

The Service Desk will support the following activities:

• Supporting applications at L1 or in catch and dispatch mode,
• Onboarding / Offboarding of users from customer systems,
• Handling MS Exchange / O365 L1 issues,
• EUS L1 troubleshooting, software installations, logging service requests and incidents upon user request, providing updates on chase calls,
• Identifying and categorizing P1/P2 tickets,
• Participating in the application onboarding process,
• User access management activities on applications within scope, which can be performed by L1 support.

Additional responsibilities include:

• Providing support via phone, email, chat, and self-service (post-approval from the customer),
• Enabling telephony systems for users to call the Service Desk,
• Handling incidents: resolving all L1 incidents or triaging (catch and dispatch) L2 or other cases to the appropriate resolver group,
• Providing first call resolution for resolvable cases,
• Identifying top call categories to propose actions such as training, process improvements, or automation,
• Using the technical environment including ServiceNow (ITSM) and LogMeIn support tools (remote desktop management),
• Maintaining and updating standard operating procedure documentation as per service management team recommendations.

Who are we looking for:

• Bachelor’s degree in Computer Science, Information Systems, or a related field is required.
• Minimum 3 years of IT industry experience, focusing on IT service desk management, including handling incidents and requests.
• Fluency in both French and English is mandatory.
• Strong verbal and written communication skills.