Mobile Device Service Desk Agent
Netcompany-Intrasoft
Luxembourg, Luxembourg
il y a 6j

Job Description

  • The Service Desk Agent specialized in Mobile Device is responsible for managing the resolution of incidents and handling service requests for mobile devices;
  • making sure customer satisfaction targets are met. Responsibilities include initial incident / request assessment, troubleshooting, and resolution of incidents and service requests.

    The Mobile phone support agent also needs to be the interface with external vendors & partners involved in the delivery of mobile phone services and products.

    Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer.

    Your main duties will be :

  • Provide support for the mobile and tablet devices, such as iPhone and iPads;
  • Manage orders and repairs of mobile / tablet devices;
  • Device assignment to the staff;
  • Request line activation to the provider;
  • Billing management : control, statistics and distribution to the coordinators;
  • Enrolment to Mobile Device Management system;
  • Support testing of new iOS versions and follow-up patching policies;
  • Mobile devices incident diagnosis, prioritization, resolution and escalation of unresolved cases to support / technical team and to external provider;
  • Keep the CMDB up to date;
  • Log all incidents, service requests and follow-up actions in the appropriate tools;
  • Keep customers informed on incident status and progress;
  • Identify and escalate major incidents to management;
  • Draft and maintain documentation, How To’s and knowledge base articles for mobile phone related topics.
  • If you have :

  • At least 5 years of technical and specific skills / experience;
  • Experience with Apple and their ecosystem (iPhone / IPad);
  • Experience with MDM tools ( Mobile Iron is a strong asset );
  • Experience with mobile operating systems.
  • Additional Information

    We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited.

    At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity are welcomed.

    The safety and well-being of our employees remain our top priority. Please note that Netcompany-Intrasoft’s recruitment process is being conducted virtually due to preventive measures against the Covid-19 pandemic.

    Our culture

    Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values :

    Be the link of a great team that forms a unique network across departments, countries and business units and operates with trust, open communication, transparency and respect.

    We make it happen with our expertise, accountability and solution-driven attitude. We always strive for improvement, always with an eye on the big picture.

    We learn & evolve by embracing a culture of building on our experiences, sharing our knowledge and developing our skills.

    We are always open to new ideas and invite all our colleagues to contribute with theirs.

    We fuel creativity in every aspect of our everyday life at Netcompany - Intrasoft; in the solutions and products we design and the initiatives we undertake.

    We share customer success by understanding their unique needs, corresponding to their vision, and exceeding their expectations.

    BePartOfSomethingGreat!

  • Please submit your CV in English
  • All applications will be treated as strictly confidential

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