{"id":290229,"url":"https://alion.io/job/inetum-technicien-helpdesk-anglophone","title":"Technicien Helpdesk Anglophone","company":{"id":3561,"name":"Inetum","domain":"inetum.com","url":"https://alion.io/company/inetum","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":534,"ghost_share":0,"stale_share":0.787,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Casablanca, Morocco"],"countries":["MA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-07-08T09:57:59Z","employer_posted_date":"2026-07-08","last_verified_at":"2026-11-02T20:06:50Z","board_verified":true,"closed_at":null,"days_open":117,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":116},"description":"Inetum est un leader européen des services numériques, avec plus de 27 000 collaborateurs dans 19 pays et un chiffre d’affaires de 2,4 milliards d’euros en 2024. Le Groupe accompagne entreprises et institutions dans leur transformation digitale, alliant performance, innovation et impact sociétal.\nPrésent au Maroc depuis plus de 20 ans, Inetum Maroc joue un rôle stratégique avec plus de 800 collaborateurs, un centre de services partagés et un FabLab à Casablanca. Avec 50 millions d’euros de chiffre d’affaires en 2024, l'entité se positionne comme un acteur majeur du numérique au niveau local.\nS’appuyant sur ses trois lignes de métiers - Inetum Consulting, Inetum Technologies et Inetum Solutions - et des partenariats clés avec Microsoft, SAP et Sage, Inetum Maroc se distingue aussi par l’obtention du label Feel Good 2025, qui valorise son engagement pour le bien-être, l’inclusion et le développement des compétences.\nLa culture d’entreprise s’ancre dans la Inetum Way, un socle de valeurs fondé sur la proximité, l’agilité, l’innovation et la responsabilité. Rejoindre Inetum, c’est vivre pleinement son impact digital dans un environnement stimulant, humain et durable.\n Assurer le support technique de premier niveau auprès des utilisateurs anglophones, en garantissant la résolution rapide des incidents courants et en contribuant à la satisfaction des clients internes et externes.\n Support utilisateurs : réception et traitement des demandes via téléphone, mail ou outil de ticketing, en anglais.\n\nDiagnostic incidents : identifier et qualifier les problèmes techniques (matériel, logiciel, réseau).\n\nRésolution N1 : appliquer les procédures standards pour résoudre les incidents simples.\n\nEscalade N2/N3 : transférer les incidents complexes aux niveaux supérieurs.\n\nSuivi tickets : assurer le suivi et la clôture des demandes dans les délais impartis.\n\nDocumentation : mettre à jour la base de connaissances et rédiger des procédures simplifiées en anglais.\n\nFormation utilisateurs : sensibiliser aux bonnes pratiques IT (sécurité, usage 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