Service Desk Operator
INTRASOFT INTERNATIONAL
Luxembourg
il y a 1j
source : Moovijob

INTRASOFT International, a leading European IT solutions provider, is seeking a professional to cover the following opening :

Service Desk Operator (F / HM)

Your Role :

You will be part of a team with the following key responsibilities :

  • Receiving calls, first-line customer liaison : service desk agent, incident agent
  • Recording incidents in the Service Management tool.
  • Making an initial assessment of incidents, and attempting to resolve them
  • Assigning incidents to other support agents in the same support group or to different support group
  • 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
  • Required Qualifications :

  • Experience in a similar job
  • Excellent knowledge of all round IT (Office, hardware, Windows etc.)
  • Experience with ticketing systems (Peregrine, HP Service Center etc.)
  • Fluent English and French
  • Desired Qualifications :

  • Knowledge of / or experience in ITIL environment is big advantage
  • Personal Characteristics :

  • Capable of working in an international and multicultural environment
  • Team player and strong communication skills
  • All applications will be treated as strictly confidential.

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