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Nous recherchons un Technicien informatrique helpdesk compétent chargé de fournir une assistance rapide et utile concernant les systèmes informatiques. Vous répondrez aux questions concernant des sujets techniques et dispenserez des conseils pour les résoudre. Un excellent Technicien informatique helpdesk doit posséder des bonnes connaissances techniques et être en mesure de communiquer de manière efficace pour comprendre le problème et exposer sa solution. Il doit également être axé sur le client et patient pour traiter avec des clients exigeants. Le but recherché est d'apporter une valeur ajoutée aux clients qui contribuera au maintien de la renommée et aux activités de l'entreprise.

Responsabilités

  • Servir de premier point de contact pour les clients qui demandent une assistance technique au téléphone ou par courrier électronique
  • Réalisation de dépannages à distance par le biais de techniques de diagnostic et des questions pertinentes
  • Détermination de la meilleure solution en fonction du problème et des précisions fournies par les clients
  • Accompagnement des clients tout au long du processus de résolution de problèmes
  • Transmettre les problèmes non résolus au personnel d'assistance du niveau supérieur
  • Fourniture d'informations précises concernant les produits ou les services de informatiques
  • Enregistrement des incidents et des problèmes, ainsi que de leur résolution, dans des registres
  • Suivi et mise à jour du statut et des informations des clients
  • Transmission des commentaires ou des suggestions des clients à l'équipe interne compétente
  • Identification et suggestion d'améliorations des procédures envisageables
  • Expérience avérée en tant que technicien helpdesk ou à un autre poste d'assistance à la clientèle
  • Savoir-faire technique et connaissance professionnelle des produits bureautiques, des bases de données et de l'accès à distance
  • Bonne compréhension des systèmes informatiques, des dispositifs mobiles et d'autres produits technologiques
  • Capable de diagnostiquer et de résoudre des problèmes techniques de base
  • Maîtrise de l'anglais
  • Excellentes compétences de communication
  • Axé sur les clients et agréable
  • Licence en technologies de l'information, sciences informatiques ou un autre domaine pertinent
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