Help Desk IT

The primary responsibilities of a Help Desk IT at Coface include providing technical support to users via phone, email, or chat regarding technical issues related to equipment like PCs and laptops, as well as software applications. Additionally, the role involves managing user accounts within Active Directory and Microsoft 365, diagnosing software and hardware issues, and ensuring timely resolution of helpdesk tickets.

To apply for the Help Desk IT position at Coface, candidates should have a minimum of 5 years of prior experience in a technical support role, with strong knowledge in Windows OS, Microsoft Office applications, and TCP/IP networking. Effective troubleshooting skills in both hardware and software are essential, along with a conversational level of English proficiency.

Coface supports the growth of its Help Desk IT employees by providing career advancement opportunities on both a local and international scale. The company encourages continuous learning through regular professional training and courses, fostering a supportive culture where employees can take initiative and learn from their experiences.

Help Desk IT staff at Coface utilize various tools and technologies, including Citrix, SCCM, and Software Center, while managing user support operations. Proficiency in these tools greatly enhances their ability to diagnose and resolve issues efficiently.

Coface offers an extensive benefits package to its Help Desk IT team, including a medical subscription, lunch tickets, festive gift tickets, vacation vouchers, and access to platforms like Bookster and Speexx. The company also provides flexible working arrangements and engaging team-building activities to ensure a positive work-life balance.

In your answer, you should outline your systematic approach to troubleshooting, including gathering information from the user, verifying the issue, and implementing solutions. Highlight any relevant tools you use, as well as your communication skills in explaining the process to users.

Explain your working knowledge of Active Directory, emphasizing your experience with user account creation, management, and troubleshooting. It helps to mention specific scenarios where you efficiently solved related issues.

Discuss your methodology for prioritizing tickets based on urgency and severity. Illustrate with examples of how you've managed competing requests, perhaps through effective time management or by using helpdesk software.

Showcase your interpersonal skills by discussing your approach to empathetically listen to the user's concerns. Emphasize your ability to remain calm, provide reassurance, and systematically help resolve their issue while keeping communication clear and supportive.

Detail your problem-solving skills by outlining your method for analyzing the situation, seeking alternative solutions, and possibly having a collaborative discussion with colleagues or escalating the issue when necessary.

Discuss your commitment to continuous learning, whether through courses, webinars, or forums. Mention specific resources or communities that help you stay informed about the latest updates relevant to help desk technology.

Share a specific example from your experience that demonstrates your technical skills and problem-solving abilities. Include the steps you took to address the challenge and the successful outcome that followed.

Highlight your ability to simplify technical jargon and communicate in a way that's easily understood. Mention the importance of confirming comprehension and providing instructions that non-technical users can follow easily.

Explain how you maintain accurate documentation for support tickets and solutions. Discuss its importance for training new team members and creating a knowledge base for reference, which enhances efficiency across the team.

This is your chance to connect your personal and professional values with Coface’s culture. Share your enthusiasm for technical support and how Coface's focus on growth, learning, and teamwork aligns with your career aspirations.