Service Desk Unit

We are looking for a Service Desk Technician to join the ICC Service Desk Unit and strengthen its capacity to deliver support services to demanding customers across mission-critical infrastructure. You will be the first point of contact for incidents and service requests, resolving Tier 1 issues, monitoring the corporate ICT infrastructure, and escalating more complex cases when needed. Your work will follow ITIL (Operations and Transition) and ISO 27001 security standards.

You will work under the close supervision of the Team Leader and report to the Service Desk Head of Unit. The position is part of a 24/7 rotation that includes nights, weekends and holidays: 8-hour shifts on weekdays and holidays, and 12-hour shifts on weekends.

Responsibilities:

• Manage support requests, incidents and event-generated incidents end to end in the ITSM system, following up throughout the incident life cycle until closure.
• Analyse and resolve incidents according to established operational procedures.
• Escalate incidents when necessary, and identify and apply measures to prevent them from happening again.
• Monitor the ICT infrastructure using various monitoring technologies, and troubleshoot the alerts they generate.
• Keep customers informed about outages, known errors and resolution progress.
• Support the Major Incident, Problem, Change and Configuration Management processes.
• Help the Change Manager and the CMDB owner coordinate changes and keep the CMDB up to date.
• Help develop and improve technical service policies, documentation, the knowledge base, and Service Desk workflows and procedures.
• Produce technical documentation or user manuals as required.
• Perform other related duties as required.

• At least 2 years of experience in a Service Desk environment, supporting customers.
• Knowledge of ServiceNow or other ticketing tools.
• Solid experience in incident management, request management and escalation.
• Knowledge of one or more operational monitoring tools, such as SCOM, OEM, NNMi or Argos.
• Experience troubleshooting alerts and escalating tickets.
• Fluent English, both spoken and written.
• Excellent telephone manner and interpersonal skills.
• Ability to work under pressure and excellent problem-solving skills.
• Availability to work a 24/7 rotation, including nights, weekends and holidays.
• Familiarity with ITIL and ISO 27001 is a plus.

Ekkiden is an international consulting group founded in 2019, bringing together an ecosystem of passionate and committed consultants who lead organizational, operational, and technological transformation projects across IT/Digital, Industry/R&D, and Sustainability for large enterprises and SMEs in France, Switzerland, Spain, and Germany .