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 handle the telephone reception and IT support for the group's users.

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

- Handle user requests by telephone or email;

- Record requests in the information system;

- Diagnose incidents;

- Record all steps from diagnosis to incident resolution in the ticketing tool;

- Escalate the incident to the appropriate department if you cannot resolve it 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 identifying major malfunctions;

- Alert your manager of any problems encountered.

Profile sought:
With a minimum of a BAC +3 degree (equivalent to a Bachelor's degree), you have proven professional experience in a similar role (Help-Desk). You have a logical mind 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;

- The Microsoft Office Suite and standard office tools;

- Network technologies and remote access tools.