Benayed Ahmed

– Provides technical support for troubleshooting users located in the sales outlets regarding cash register and office automation solutions; – Monitors the proper functioning of the interfaces between the stores and the head office and carries out daily checks of the databases (turnover figures, etc.); – Provides assistance and technical back-up for various users of IT resources (hardware/software); – Resolves level 1 hardware and software incidents reported by users; – Ensures configuration and maintenance of IT equipment in stores (PCs, peripherals, phones, printers) according to SLA; – Provides the IT equipment necessary for the opening of new Noz stores; – Collaborates with other IT support teams to resolve network incidents; – Creates, updates and ensures compliance with IT procedures and workflows; – Checks the GLPI platform in order to resolve requests and incidents in a timely manner and in accordance with SLA compliance; – Logs into GLPI and promptly resolves requests that are sent to him/her via email or phone ensuring compliance with SLA policy; – Propose optimal solutions for complex and atypical incidents; – Actively participates in the process of continuous improvement of IT support operational workflows; – Identifies and solves problems autonomously; – In case of complex situations, unforeseen issues or bottlenecks informs the direct manager; – Ensures the quality of the IT HLM service provided in line with the department's performance indicators

– Assister et traiter les demandes des utilisateurs – Suivi des sauvegardes – Installation et configuration des serveurs et des postes de travail – Installation du client kaspersky et administration de la console kaspersky – Installation et configuration de la messagerie client – Configuration réseau 1er niveau – Assurer les interventions de 1er niveau – Reporter les faits aux supérieurs hiérarchiques – Signaler tous incidents et participer à sa résolution – Elaborer les rapports d'activités – Réduire les incidents de fonctionnement des systèmes informatiques – Respecter la procédure de la prise de service et améliorer les indicateurs de GRH – Respecter l'environnement, la qualité de vie au travail et les 5S – Participer activement aux réunions – Tâches Support Client : – Prendre en charge des demandes des clients – Qualifier les demandes des clients – Traiter les demandes téléphoniques des clients – Traiter les demandes des clients via l'outil de gestion des demandes – Escalader les demandes des clients néçessant des compétences élevées – Accompagner les clients durant ces interventions sur le site de DATAXION – Assurer les interventions de 1er niveau