Service Desk Operator – 1st Line IT Support

About the role

We are looking for a Service Desk Operator to provide first‑line IT support for a public institution client in Strasbourg. You will act as the first point of contact for users, handling incidents and service requests through phone and email.

Key responsibilities

• Receive and log calls and emails, creating tickets in the Service Management Tool.
• Classify, prioritize and diagnose incidents, using the knowledge base to resolve where possible.
• Follow documented procedures and escalate unresolved issues to appropriate support groups.
• Update the knowledge database with new solutions and monitor ticket progress against SLA targets.
• Communicate status updates to customers and manage the full incident lifecycle, including closure and verification.

Required profile

• Minimum 1 year of professional IT support experience.
• Fluent in French and English.
• ITIL V4 Foundation certification is a plus.
• Willingness to work shifts between 08:00 and 20:00.

Required skills

• Hands‑on experience with ServiceNow (mandatory).
• Proficiency with ticketing tools.
• Strong command of Microsoft Office applications (Word, Excel, PowerPoint, Outlook).