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# Technicien Helpdesk N2/N3 H/F

- **Company:** MALLYANCE
- **Location:** Bagnolet, France
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Office, Gestionnaire Libre De Parc Informatique (GLPi), Information Technology, Servicenow
- **Published:** June 17, 2026
- **Apply:** https://fr.indeed.com/viewjob?jk=49a1bb3bf40ab419

## About the Role

* Première expérience en helpdesk ou support utilisateurs acceptée (débutants motivés bienvenus)
 * Bonne maîtrise de Windows 10/11, Office 365 et des outils bureautiques
 * Bonne élocution, patience et sens du service - qualités relationnelles essentielles
 * Rigueur, dynamisme et capacité à gérer plusieurs demandes en parallèle
 * Habilitable (habilitation sécurité selon le client)
 * Titre professionnel Technicien d'Assistance Informatique ou équivalent apprécié

## Description

* Prise en charge des appels, emails et tickets entrants des utilisateurs
 * Qualification, priorisation et résolution des incidents de niveau 1
 * Assistance à distance via les outils de prise en main (TeamViewer, AnyDesk)
 * Gestion et suivi des tickets dans les outils ITSM (GLPI, ServiceNow)
 * Escalade vers les équipes N2 en cas de non-résolution
 * Réinitialisation de mots de passe et gestion des accès de base (Active Directory)
 * Support bureautique : Windows, Office 365, messagerie
 * Renseignement et mise à jour de la base de connaissances


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