- Maintain the availability of user workstations: troubleshooting hardware and providing technical assistance.

- Maintain the availability of printers for staff in direct contact with customers (billing, receptionists, and sales representatives).

- Assist users in better utilizing shared resources: servers, printers, client workstations, etc.

- Install manufacturer catalogs for relevant users.

- Assist users in operating their IT equipment.

- Provide initial workstation setup and basic training on IT tools for new assignments.

- Diagnose and correct malfunctions described by users.

- Follow up on and handle incidents and/or requests, and inform the user about the progress of incident/request processing.

- Respond to user requests by phone and email.

- Follow and apply procedures described in the IT Department's knowledge bases.

- Participate in improving the process for handling and resolving incidents and requests.

- Advise and train users on using the Groupe Smeia information system.

- Plan travel to different branches for which they are responsible, to install, remove, or update IT equipment. Prepare intervention reports and submit them to the Head of the Helpdesk and Support Section and the Information Systems Department.