Service Desk SDO Operator (SNS02136)
Job Description
The Service Desk SDO Operator is responsible for providing first-line IT support, monitoring systems, and ensuring effective incident management across IT services.
- This role acts as a central point of contact for all IT-related issues and ensures high availability of services through proactive monitoring and prompt escalation.
Key Responsibilities
- Serve as the first point of contact for IT support requests via phone, email, and ticketing systems.
- Log, prioritize, and categorize incidents and service requests in the ITSM system.
- Monitor IT systems and infrastructure, responding to alerts and performing initial troubleshooting.
- Escalate unresolved or critical issues to appropriate teams according to defined SLAs.
- Follow standard operating procedures (SOPs) and incident management workflows.
- Perform basic diagnostics on hardware, software, and network issues.
- Work in shift-based environments, including weekends or night shifts if required.
Skills
- Windows
- Linux
- networking
- ITSM tools
- ServiceNow
- JIRA
- ITIL framework
- monitoring tools
- Microsoft Office tools
Languages
- French
- Dutch
- English
Hiring Team Member
