Purpose

This role is responsible for addressing all IDEMIA IT related issues in accordance with the relevant service-level agreements and cooperating with technical teams to ensure customer satisfaction.

Key Missions

Solves and documents Level 1 and sometimes Level 2 IT needs of users and productive operations associated with a ticket
Supports the installation and maintenance of operating systems, software and applications within the right standards and processes
Manages communication with internal and external customer from the point of raising request to the resolution in partnership with other departments
Assists external providers or vendors during certain IT activities and ensures they work in compliance with the company standards
Manages IT assets (computer and communications equipment, servers, and licenses)
Manages and coordinates access to IT tools while ensuring compliance with security standards
Gives support to the server infrastructure, virtualization, communications, and security to guarantee its availability
Interacts with end users and supports on simple issues and tasks and troubleshooting by following instructions
Escalates requests to the right technical team
Installs and monitors software and/or applications
Maintains IT Assets
Works within the supervision of an IT Lead or IT Manager

Profile & Other Information