IT Help desk at Orange
Job description
You will be responsible for the overall coordination of Incident handling with appropriate support groups till final resolution for Orange Business Services users communities.
Incident handling and coordination for Equant and FT :
You will monitor daily active Tickets ensuring issues are communicated clearly.
You will provide 2nd level to the IT Helpdesk in Network, AD, Security and remote access, Lotus notes
Migration – When required, coordinate and perform migrations/upgrades (eg. migration of users from previous to newer Notes version on hosted server)
You will also troubleshoot and manage complex incidents acting as 2nd level within the time frame agreed with the business
Providing an interface between Equant and FT subsidiaries
Managing access to French applications for Equant users
Performing and managing technical/1st level escalations in line with ITSM Fault Management.
Assisting in the coordination of major outages and participating in crisis management and post mortems for outages.
Being part of pilots projects, major projects and changes as the main contributor providing testing, analysis and feedback to the project owners.
Skills/Experience/Qualifications:
Minimum 3 years of work experience in IT Operations activities.
University degree in IT/ Computer engineering.
Strong Knowledge of Networks
Knowledge of Active directory
Good knowledge in Information Technology Infrastructure Library (ITIL)
Excellent customer service skills and ability to communicate effectively with end-users, technical staff, and management
Excellent Troubleshooting and problem-solving skills
Ability to learn, flexibility, creativity, accuracy
Excellent team player, with ability to act as individual practitioner
Preferable experience with process design and data analysis
Strong business and report writing skills
Excellent oral and written English skills
French language is preferable
