Service Desk Support
INTRASOFT INTERNATIONAL
Luxembourg
il y a 8m
source : Moovijob

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

Service Desk Support (m / f)

Role purpose

This role corresponds to the Service Desk Agent profile described above. Service Desk Support profiles staff the Service Desk to handle incidents and service requests at the Service Desk.

The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown below.

The technical and specific skills and experience in this profile are required for all Service Provider staff in Lot 1 except for the Windows engineer and IAM specialist profiles.

Job responsibilities

  • Log incidents;
  • Categorise and prioritise incidents;
  • Diagnose and resolve incidents;
  • Close incidents;
  • Escalate incidents;
  • Incident ownership and communication throughout the lifecycle of the incident;
  • Handle in policy and out of policy service requests;
  • Intervene onsite at the user location or temporary location;
  • Execute IMACD tasks;
  • Raise requests for authorisation of service requests.
  • Required qualifications

  • 1 to 2 years of professional experience in a similar function;
  • Good command of English and French languages;
  • Experience with MS Office Suite;
  • Experience with Microsoft OS (Windows 7 and 10);
  • Knowledge of mobile devices and mobile phone services;
  • Problem solving skills;
  • Knowledge of ticketing and CMDB tools;
  • Understanding of networking and networking protocols;
  • Flexible and stress resilient ;
  • Ability to work in a co-operative way;
  • Pan-European mind-set;
  • Attention to detail;
  • Experience in troubleshooting PCs / Laptops / Tablets, VPN, etc.;
  • Customer and Service focus;
  • Spoken and written interpersonal, communication and presentation skills.
  • Personal characteristics

  • Good at team work
  • Good communication and presentation skills (interactions with users)
  • Social skills and ability to work in multi-cultural environment
  • All applications will be treated as strictly confidential.

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