{"id":61719,"url":"https://alion.io/job/inetum-technicien-service-desk-n2","title":"Technicien Service Desk N2","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":81,"open_postings":534,"ghost_share":0,"stale_share":0.77,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-11-01T06:10:25Z"}},"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":"Active Directory","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-18T08:19:41Z","employer_posted_date":"2026-08-18","last_verified_at":"2026-11-01T11:01:18Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":74},"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 Mission principale\nAssurer le support de niveau 2 pour les utilisateurs du projet April, garantir la résolution efficace des incidents et coordonner l’équipe Service Desk afin d’assurer une qualité de service optimale.\nResponsabilités clés\nSupport N2 utilisateurs : diagnostiquer et résoudre les incidents complexes non traités par le N1.\n\nGestion des escalades : assurer la liaison avec les équipes N3 et infra pour les problèmes critiques.\n\nLeadership opérationnel : encadrer et motiver l’équipe Service Desk, organiser la répartition des tâches.\n\nSuivi des tickets : garantir le respect des SLA et produire des rapports réguliers.\n\nDocumentation et procédures : rédiger et mettre à jour les guides de résolution et bonnes pratiques.\n\nAmélioration continue : proposer des optimisations pour réduire les incidents récurrents.\n\n Bac+3/5 en informatique ou équivalent.\n\nExpérience confirmée de 5 ans minimum en support IT (Service Desk N2).\n\nCompétences solides sur environnements Windows 10/11, Active Directory, M365, outils ITSM (ServiceNow, Remedy, Jira).\n\nCapacité démontrée à prendre le lead sur une équipe et gérer les priorités.\n\nExcellente communication et sens du service client.\n\nFrançais obligatoire, Anglais apprécié.\n\n Compétences techniques et comportementales\nMaîtrise des environnements bureautiques et réseaux de base.\n\nCapacité à gérer des situations de crise et à fédérer l’équipe.\n\nOrganisation, rigueur et esprit d’initiative.\n\nOrientation résultats et amélioration continue.\n\nLivrables attendus\nRapports hebdomadaires sur les tickets et SLA.\n\nProcédures documentées et mises à jour.\n\nPlan d’action pour la montée en compétence de l’équipe.\n\nFeedback régulier sur la satisfaction des utilisateurs.","description_format":"text","description_chars":2901,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Morocco","iso":"MA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators"],"lifecycle":[],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.325,"p_room":0.28,"age_days":74,"expected_fill_days":35,"reasons":["conf:3","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/inetum-technicien-service-desk-n2","json_url":"https://alion.io/job/inetum-technicien-service-desk-n2.json","meta":{"generated_at":"2026-11-01T12:18:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18947,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3561},"rest":"https://alion.io/mcp/rest/get_company?id=3561"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finetum-technicien-service-desk-n2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finetum-technicien-service-desk-n2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finetum-technicien-service-desk-n2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/inetum-technicien-service-desk-n2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finetum-technicien-service-desk-n2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":61719}},{"tool":"search_jobs","arguments":{"company":"inetum.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":61719},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}