Helpdesk Technician
Ozitem
full-time
Posted on:
Location Type: Office
Location: Toulouse • France
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About the role
- Receive user requests through various channels (phone, ticketing systems, email, etc.)
- Log, classify, prioritize and handle requests promptly
- Resolve incidents at first level whenever possible
- Escalate requests to higher support levels in accordance with the escalation matrix
- Monitor requests throughout their lifecycle
- Inform users about the progress and resolution of their tickets
- Ensure compliance with service level agreements (SLAs)
- Identify recurring incidents and participate in their analysis
- Document interventions and update records
- Produce Help Desk activity reports
- Contribute to automation initiatives
- Capture knowledge and continuously maintain the knowledge base
Requirements
- IT education (high school diploma to 2‑year post-secondary degree or equivalent)
- Previous experience in Service Desk / Help Desk preferred (Level 1 or 2)
- Good knowledge of ticketing tools and user environments
- Ability to diagnose, classify and prioritize incidents
- Comfortable communicating with users, both verbally and in writing
- Service-oriented, patient and able to explain solutions clearly
- Meticulous in case follow-up and adherence to procedures
- Ability to work in a 24/7 environment
- Team player with a commitment to continuous improvement
- Interest in automation and knowledge management
Benefits
- Meal vouchers (restaurant tickets)
- Profit-sharing
- 75% public transport subsidy
- RTT (additional time off)
- CSE (employee social committee benefits)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticketing toolsincident diagnosisincident classificationincident prioritizationservice level agreementsknowledge managementautomation
Soft Skills
communicationservice-orientedpatiencemeticulousnessteam playercontinuous improvement
Certifications
IT education