Service Desk Officer / System Engineer Monitoring - Freelance

Job description – Service Desk Officer / System Engineer Monitoring

Context and objective

The company is looking for an enthusiastic, eager-to-learn and customer-oriented professional for a dual-role position combining first-line Service Desk support and monitoring operations. The allocation between both roles may vary depending on workload.

The Service Desk acts as the central point of contact between the IT service provider and several health insurance organizations. In this position, it plays an essential role in coordination, communication and follow-up of assigned requests. The monitoring team is responsible for the availability, performance and resilience of IT services by implementing and managing monitoring, alerting and automation solutions in a critical production environment.

Main responsibilities

Service Desk responsibilities (50%)
• Analyze, manage and resolve IT incidents and service requests submitted by customers via telephone or ticketing system, in accordance with documented procedures
• Ensure the quality of information in tickets and contribute to the maintenance and updating of documentation
• Forward tickets that cannot be handled by the Service Desk to other teams
• Inform customers promptly when a major incident is detected
• Create and manage tickets with external vendors in the event of an incident or support request

Monitoring responsibilities (50%)
• Ensure proactive monitoring of systems, applications and performance
• Respond to alerts and coordinate end-to-end resolution, including analysis, action and escalation when required
• Handle Level 1 and Level 2 incidents through diagnosis, resolution or escalation to specialized teams
• Maintain and expand the technical knowledge base and operational procedures
• Work closely with IT teams and Service Desk colleagues to ensure a high level of service
• Contribute to the continuous improvement of services in monitoring, performance, capacity and procedures
• Automate recurring tasks using scripting such as PowerShell, Bash and Python based on technical knowledge