Bouygues Construction IT is driven by a culture strongly focused on performance and competitiveness, where ambition, challenge and results orientation are key drivers of success. This dynamic is closely complemented by a collaborative dimension, promoting trust, teamwork and close managerial support. It is also built on a solid organizational foundation, ensuring process rigor, reliability and operational efficiency. Finally, a more moderate innovative component encourages initiative and adaptability to support the evolution of IT solutions. [+]

Under the responsibility of the Help-Desk Manager, you will manage telephone IT support and assistance for group users.

As such, your main tasks will focus on the following areas:

- Handle user requests by phone or email;
- Record requests in the information system;
- Diagnose incidents;
- Record all stages from diagnosis to incident resolution in the ticketing tool;
- Escalate the incident to the appropriate department if it cannot be resolved at your level;
- Ensure follow-up of escalated requests;
- Research and apply new solutions to unreferenced problems;
- Write new instructions or new operating procedures;
- Assist users in the installation phase of their hardware and/or software;
- Ensure follow-up and communication related to request processing with different support levels;
- Contribute to service improvement and enrich the knowledge base;
- Participate in the identification of major malfunctions;
- Alert your manager to any potential problems encountered.

With a BAC +3 degree (or equivalent) at a minimum, you have proven professional experience in a similar role (Help-Desk). You have a logical mindset and are organized, which allows you to quickly identify user problems. You communicate perfectly in French and English, both orally and in writing.

You master:
- Incident diagnosis and ticketing;
- The Microsoft environment;
- Microsoft Office Suite and standard office tools;
- Network technologies and remote control tools.