Poste :

Ensures the reception and assignment of user incidents

• Acts as SPOC SI (single point of contact) with users for any request or complaint

• Records incidents or operating anomalies reported in tickets and takes into account calls and feedback from users

• Pre-diagnoses and qualifies incidents / anomalies, according to priorities

 Participate in the resolution of incidents affecting the quality and continuity of service

• Handles incidents or problems that are reported to it: diagnosis, identification, information, resolution, formulation

• Transfers, if necessary, calls and requests from users to the competent teams

• Reports alerts in the event of an exceptional incident to its management ? Ensures the follow-up of the processing of incidents and requests

• Monitors the processing of user calls until resolution

• Exploit and consolidate the incident database to analyze possible trends

• Ensures ticket processing reporting (excluding Service Level Agreement, Out of Target) and reminds, if necessary, the teams in charge for resolution • Issues substantive preventive action requests

Monitor indicators related to safety standards

• Follow up on change requests and ensure compliance with the process in force

• Ensures the treatment of vulnerabilities related to head office equipment

• Management and implementation of security patches related to head office equipment

Profil recherché :

Conditions of access to the position

• Education: Bac + 2 or DUT in Computer Science

• Experience: Beginner

• Good level in Spanish and English

• Perfect knowledge of the IT field

• Knowledge of ITIL good practices

• Knowing how to carry out the operations required to start up and operate the equipment

• Know how to diagnose incidents / problems and implement the necessary actions

• Knowing how to propose improvement actions

• Know how to respect the confidentiality of each user