Duties and Responsibilities IT Helpdesk Responsibilities: IT Helpdesk Day-to-Day Activities: Responsible for first and second level support and appropriate follow up on IT systems including laptops, mobile devices, videoconference, printers, servers, and related IT hardware and software; provide regular updates to both management and end users.Identify, troubleshoot, and resolve routine problems.Open and follow up on support tickets on Service Now regarding CACI network or IT technical issues; escalate to CAGIP (IT GROUP Service Provider) for investigation.Follow standard operating procedures as documented in the knowledge base:Manage the IT Helpdesk email inbox, prioritize tasks as per level of urgency.Ensure the functional administration of CACI internal business applications.Manage access rights on business applications, group tools, shared folders, and shared mailboxes.Manage IT equipment stock and repairs.Master laptops with SCCM.Setup laptops and mobile devices; assist users with their first connection.Manage Relationships with Service Providers: Contribute to CAA Group or CACI Dublin digital transformation projects:Collaborate with project teams, follow up on action plans, participate in the preparation of meetings, and send reports to the project managers.Coordinate testing and report any issues.Communicate to all staff regarding IT projects and alerts.Implement and enforce IT policies and procedures.Interactions: You will work with the Projects & IT team.All CACI departments.CAGIP (Crédit Agricole IT service Provider).External: partners in Europe, third-party auditors, other IT service providers.In the frame of IT projects, you will have meetings with the Digital Workplace and the IT teams in France.Depending on project scope, you will coordinate with CACI Milan, Italian branch.
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