Responsibilities
- Triage, categorize, resolve or escalate incidents and requests in ServiceNow
- Provide phone, email and portal support during defined business hours
- Troubleshoot Windows 11 issues: profiles, updates, connectivity, drivers, printers, GPO/Intune policies
- Support corporate iPhones: mail configuration, Wi-Fi/VPN, MDM enrollment, MFA via Authenticator
- Manage user accounts, security groups, distribution lists and M365 licenses in Microsoft Entra ID
- Support MFA, password resets, Conditional Access issues (L1)
- Use Azure AD Sign-in & Windows Logs for first-level diagnosis
- Assist users on Outlook, Teams, and other applications — resolve sync, permissions and sharing issues
- Contribute to the ServiceNow Knowledge Base (articles, procedures, FAQs)
- Flag recurring issues as potential Problem tickets to the Team Lead
- Participate in Incident communication and operational reporting.
Required profile
- 0-2 years in a corporate IT Service Desk environment
- Fluent in French and good level in English
- Solid experience with ServiceNow (Incident, Request, Knowledge modules)
- Strong Windows 11 troubleshooting skills
- Comfortable supporting corporate iPhones (MDM, Intune)
- Working knowledge of Microsoft Entra ID, Azure portal, M365 administration
- Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)
- Certifications appreciated: ITIL v4, ServiceNow CSA, MS-900, AZ-900, CompTIA A+
- Strong communication skills, service-oriented, organized, calm under pressure, team player
What the company offers
- You will work in a company on a human scale, where every employee counts
- We believe in trust, transparency and autonomy
- Varied and innovative projects, in collaboration with clients from a wide range of sectors
- A human and collaborative corporate culture, where initiative is valued