Service Desk Officer (m/f/d)

at  Cebi Group

YOUR MISSION:

The Service Desk Officer will play a crucial role in supporting our global workforce by providing high-quality Level 1 and Level 2 IT support. The Service Desk Officer will be responsible for ensuring seamless IT operations, managing Service Desk tools and providing first-class support to end-users in Cebi’s subsidiaries.

YOUR RESPONSABILITIES:

• First and Second-Line Support: act as the primary contact for users experiencing IT-related issues (hardware, software, network), via ticket, phone, email, or in-person. Achieve the level 1 and 2 support of the Cebi subsidiaries.
• Incident Management: record and manage all incidents and service requests in Remedy ITSM, ensuring timely and accurate documentation.
• Troubleshooting: diagnose and resolve technical issues related to laptop/desktop systems (Provide the email support for the end-users), mobile devices management, printers, networks, and software applications.
• Escalation: escalate complex issues to the appropriate technical teams (third-line support) when necessary.
• Active Directory Management: provide Microsoft Windows Active Directory basic administration and support. Support user onboarding and offboarding processes, including account creation, permissions.
• Provide Microsoft file and print servers’ basic administration and support.
• Monitoring: monitor system performance, network connectivity, and security alerts, taking immediate action when required.
• Install Move Add & Change (IMAC): provide basic hardware support and achieve the installation and management of endpoint devices with our deployment tool. Manage the endpoint deployment tool.
• Documentation: maintain detailed records of IT issues and resolutions to ensure knowledge sharing within the team. Create and maintain documentation and reporting.
• Training: provide users with training and support for common IT tools and applications.

Please refer the Job description for details