2nd line service desk engineer

Job description

Mission Overview: Join Keystone Solutions as a Second-Line Service Desk Consultant for a consultancy mission with our client. You will analyze and resolve complex IT incidents and problems, and when necessary, contribute to structural improvements. This role requires extensive knowledge of end user computing, networks, applications, and IT processes, as well as the ability to understand cause-and-effect relationships and propose sustainable solutions. As a Keystone Solutions consultant, you will carry out these responsibilities while working closely with the client. Consultancy Nature of Work: As a Keystone Solutions consultant, you will operate on-site and remotely in collaboration with our client's teams. You will deliver second-line support within the client environment while benefiting from Keystone Solutions' consultancy framework, applying your expertise to client needs and ensuring high-quality, bilingual end-user support. Key Responsibilities: - Handle incidents and service requests, both after an initial analysis by the first line and autonomously, ensuring follow-up via various ticket channels (walk-in desk, Microsoft Teams calls, and the ticketing tool). - Configure netw...