Inetum

Global IT services for digital transformation

Help Desk Technician

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeCasablanca, MoroccoNo salary listedHybrid

About the Job

Requirements

At least 1 to 3 years of experience in first-level IT support or help desk support.
Ability to handle user support requests by telephone, email, or ticketing tool in English.
Ability to identify and qualify hardware, software, and network incidents.
Ability to apply standard procedures to resolve simple incidents and escalate complex incidents to higher support levels.
Ability to track and close tickets within the required timeframes.
Ability to maintain a knowledge base and write simplified procedures in English.
Ability to raise user awareness of IT best practices, including security and tool usage.
Knowledge of Windows and Office 365 systems.
Experience with ticketing tools such as Jira, GLPI, or ServiceNow.
Basic knowledge of networking, including TCP/IP, VPN, and Wi-Fi.
Knowledge of PCs, printers, and peripherals.
Fluent English is required.

Responsibilities

Provide first-level technical support to English-speaking users, ensuring rapid resolution of common incidents and contributing to the satisfaction of internal and external clients.
Receive and process support requests by telephone, email, or ticketing tool.
Identify and qualify technical issues involving hardware, software, and networks.
Resolve simple incidents by applying standard procedures and transfer complex incidents to higher support levels.
Track and close support requests within the required timeframes.
Maintain the knowledge base and write simplified procedures in English.
Train users on IT best practices, including security and use of tools.

Desired Qualifications

French language skills are appreciated.

Description du poste

Assurer le support technique de premier niveau auprès des utilisateurs anglophones, en garantissant la résolution rapide des incidents courants et en contribuant à la satisfaction des clients internes et externes.

Qualifications

Support utilisateurs : réception et traitement des demandes via téléphone, mail ou outil de ticketing, en anglais.
Diagnostic incidents : identifier et qualifier les problèmes techniques (matériel, logiciel, réseau).
Résolution N1 : appliquer les procédures standards pour résoudre les incidents simples.
Escalade N2/N3 : transférer les incidents complexes aux niveaux supérieurs.
Suivi tickets : assurer le suivi et la clôture des demandes dans les délais impartis.
Documentation : mettre à jour la base de connaissances et rédiger des procédures simplifiées en anglais.
Formation utilisateurs : sensibiliser aux bonnes pratiques IT (sécurité, usage des outils).

Informations supplémentaires

Expérience : 1 à 3 ans minimum en support informatique N1/Helpdesk.
Compétences techniques :
- Systèmes Windows & Office 365
- Outils de ticketing (Jira, GLPI, ServiceNow…)
- Bases réseaux (TCP/IP, VPN, Wi-Fi)
- Connaissances en matériel (PC, imprimantes, périphériques)
Compétences relationnelles : sens du service, patience, communication claire, gestion du stress.
Langues : anglais courant obligatoire, français apprécié.

About the Company

Inetum

Global IT services for digital transformation

Inetum provides IT services for digital transformation in 26 countries, serving enterprises, SMEs, and public sector clients. It offers cybersecurity, cloud computing, predictive maintenance, and augmented reality, delivered through consulting, managed services, and proprietary software. It differentiates itself through a broad service portfolio, strategic partnerships with Microsoft and Sage, and a focus on tailoring solutions to fit each client’s needs. Its goal is to help clients adapt to a changing digital landscape, improving business agility and creating economic, managerial, and social opportunities.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Saint-Ouen, France
Founded: 1995

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