Technicien assistance confirmé (L1 / L2 Support Desk)

Objectives and Deliverables Handles incidents escalated by the Assistance Front Office (Level 1) related to the User Technical Workplace Environment (incident types concerned: security, messaging, office tools, operating systems, printing, remote connections, smartphones, mobile devices, etc.; purely business applications are excluded). Implements corrective actions to ensure the availability of users IT workstations. Anticipates the changes introduced by technical projects and their impact on support activities. Provides support to user support agents (technical assistance, skills development). Analyzes and resolves incidents within their area of expertise, or escalates them to higher support levels while complying with defined OLA and SLA agreements. Opens problem records for incident escalation and resolution. Monitors production incidents. Documents guidelines and procedures for Front Office (Level 1) technical interventions related to the User Workplace Environment. Ensur...