Helpdesk Technician H / M

Our Company

Join Santévet Group, the leader in pet health insurance in France and Belgium, with established operations in Germany, Spain, and Italy. With 450 employees across Lyon, Lille, Barcelona, Milan, and Frankfurt, our group is committed to providing comprehensive solutions covering accidents, illnesses, and preventive care. By joining our team, you’ll contribute to the success of our renowned brands such as Santévet, Jim & Joe, and Bulle Bleue.

Your Work Environment

Permanent contract.

Our office is located in the center of Barcelona. Perfectly accessible by public transport (metro, bus).

Job Description

In this hypergrowth adventure, we are looking for an Helpdesk Technician.

Your responsibilities will include :

First-Level Support :

Respond to user requests via phone, email, or support portal.

Log incidents and service requests in a ticketing system (helpdesk).

Diagnose and resolve hardware issues (computers, printers, etc.) and software problems (operating systems, applications).

Incident Management :

Prioritize and escalate incidents that cannot be resolved at the first level.

Ensure thorough follow-up of incidents until resolution, maintaining regular communication with users.

Collaborate with other IT teams to resolve more complex issues.

User Account Management :

Create, modify, and deactivate user accounts in systems (Active Directory, internal tools, etc.).

Handle password reset requests and other access-related issues.

Equipment Configuration :

Install and configure workstations, software, and peripherals for new users or during updates.

Troubleshoot hardware (PCs, printers, smartphones) and software issues.

Documentation and Continuous Improvement :

Document incident resolution procedures and contribute to the internal knowledge base.

Identify recurring problems and suggest improvements to support processes.

User Training :

Train users on IT tools, best practices, and solutions to common problems.

Contribute to the creation of user guides and training materials.

Profile required

To successfully accomplish these tasks :

⋆ Strong knowledge of Windows operating system, knowledge of macOS is a plus

⋆ Initial experience with office tools, particularly Microsoft Office 365

⋆ Familiarity with ticketing systems such as Jira

⋆ Fluent in English and Spanish, knowledge of French is an asset

⋆ Understanding of incident analysis methods

⋆ Knowledge of maintenance procedures

⋆ First experience in user support

⋆ Ability to analyze incidents and propose appropriate solutions

⋆ Skilled in drafting and structuring procedures

⋆ Capable of managing priorities and working as part of a team

⋆ Proactive, curious, and able to make constructive suggestions

Your strengths :

Communication ⋆ Team spirit ⋆ Proactivity ⋆ Adaptability ⋆ Curiosity

Interview Process

At Santévet , we aim for a straightforward and transparent recruitment process :

Step 1 : Initial phone call with Maxence, Head of Talent Acquisition & HRBP Tech / Marketing

Step 2 : Interview with Adem, Lead Service Desk

Step 3 : Interview with Billel, Helpdesk Technician

The Santévet Environment

We strive to ensure our employees arrive with a smile in the morning and leave with one in the evening.

At Santévet, you’ll find :

⋆ Reduced working hours on Fridays and in August

⋆ A supportive and friendly work environment,

⋆ A dynamic atmosphere with impressive double-digit growth,

⋆ Spacious and comfortable offices,

⋆ Close and approachable management,

⋆ Passionate colleagues just like you!

Still hesitant to apply ?

⋆ 96% of employees are happy to work at Santévet

⋆ 98% feel Santévet offers a good work-life balance

⋆ 95% believe they work in a great atmosphere

⋆ 96% would recommend Santévet as a place to work

At Santévet, we celebrate diversity and inclusion and encourage you to be your authentic self! Santévet does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, or marital status.

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