IT Service Desk Engineer

Job description / Role

About the Role

• Phone support to the users on their availability range.
• Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
• Respond to all escalations in a timely manner in line with the Incident Handling Policy.
• Provide updates to the customers per the Incident Handling guidelines. Updates include managing update notifications, email, and telephone communication.
• Diagnose incidents utilizing administration tools or remote-control utilities to troubleshoot PC, operating system, or system incidents.
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
• Perform technical escalations in line with the Incident Handling policy.
• Ensure incidents are routed to the proper next level/organization as part of the incident management process.
• Liaise with other relevant departments, e.g., Office IT, Infrastructure, Security, Data Center, etc., to ensure all incidents are managed properly.
• Maintain a good degree of technical knowledge of all IT services and applications.
• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
• Resolve most of the incidents relevant to the scope of expertise independently.
• Undertake any other reasonable task as assigned.
• Train team members on the technical and relational aspects.
• Create process documentation and maintain it up to date.
• Supervise the incident management tools.
• Analyze and recommend technical solutions for incident resolutions and changes implementation.
• Work in collaboration with technical engineers and other experts to find and provide solutions to incidents.
• Promote new technologies and methods; follow the changes.
• Contribute to and guarantee the respect of SLAs and KPIs worn by the responsible for activities.

About You

• Excellent command of the French language is a must.
• Fluent in spoken and written English.
• Customer service oriented, customer focused with good customer service skills.
• Ability to multitask.
• Good PC troubleshooting background.
• Good troubleshooting logic to isolate the fault.
• At least one formal technical qualification related to Office IT, infrastructure, OS, or database.
• Teamwork, simplicity, agility, flexibility, adaptability, result driven, and autonomous.
• Good communication skills and multicultural understanding.
• Prioritization and time management.

Department

Chief Technology Info Office

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.