Service Desk Agent
Sopra Steria
Leudelange, Luxembourg
il y a 3j

Sopra Steria Group , a major player in consulting, technologyservices and software publishing in Europe, assists its clients in thesuccessful transformation of their business and information systems.

  • Bycombining value and innovation in the solutions proposed, and delivering utmostquality and performance in the services provided, Sopra Steria Group positioneditself as a preferred partner for major companies and organizations;
  • especiallythose looking for the best use of digital technology for their development andcompetitiveness.

    Weare currently looking for a Service Desk Agent in order toreinforce our team working for our infrastructure managementunit.

    YourMission :

    The ITService Desk Analyst will provide first and second line technical support tointernal staff. The successful candidate will require an aptitude for workingwith applications / systems to undertake analysis, diagnosis and resolution ofstaff problems, which may range from straightforward to more complicatedtechnical issues.

    There is also a range of administration duties within thisrole. Coverage includes the Sopra Steria HQ in Luxembourg as well as remoteusers at other offices and home workers.

    Asa Service Desk team member your responsibilities will be :

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries;
  • Receiving, logging and managing calls from internal staff via telephone and email;
  • Maintaining an Asset Database and track changes;
  • 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server, Network, Virtualization, );
  • Control set-up & working of end user devices such as PCs, printers, mobile terminals, scanners, phones, ... MB1
  • Troubleshoot basic network issues such as Lease Line broadband issues;
  • Escalate unresolved calls to the infrastructure support team or 3rd party;
  • Log all calls in the Service Desk Call Logging systems;
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles;
  • Provide basic in-house training in your domain expertise;
  • Provide stats for the weekly Service Desk report on call trends.
  • WeOffer :

    Weoffer the opportunity to work in a fast growing and dynamic team on challengingnational and international projects in different industries.

    We also offer theopportunity to continuously deepen your knowledge and to further develop yourpersonal competencies.

    If you want to boost your career and join a growing Europeanleading IT services company, do not hesitate to check this opportunity and send us your resume.

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