SOGETI is looking for a Service Desk Operator to join its team on client premises. You will be part of a team which interact with other team-members from SOGETI, in a multicultural and prestigious environment.
You will also have the unique opportunity to gain experience by sharing technical knowledge with your futures colleagues.
Your challenge : Receiving calls and emails, first-line customer liaison : service desk agent, incident and request agent;
Recording incidents and requests in the Service Management Tool. Logging all relevant incidents / service request details allocating categorization and priorization codes;
Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them; Escalating incidents or services requests that cannot resolve / fulfil to other support agents in the same support group or to different support groups;
Record and update information in knowledge database; Monitoring progress of incident resolution relative to the appropriate SLA;
Keeping customers informed on incident status and progress; Managing the incident life-cycle, including closure and verification;
Closing incidents and confirmation with the customer; Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry.
This included meeting annual personal development goals. Skills & Requirements Qualification : Very good skills in Microsoft office applications;
ITIL V3 Foundation Certification would be an asset; Positive can-do attitude with a mature and professional approach; Well-organized, meticulous and dedicates to details;
Excellent verbal communication and customer service skills; Fluent in English and French. Education : At least 1 year of professional experience;
or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.