Service Desk Operator
Brayton Global
Strasbourg
We are currently looking for several Service Desk Operator for a prestigious client in Strasbourg, France ( on-site work ).
DESCRIPTION
Job Description
- 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.
- Make use of the knowledge database
- Follow the documented procedures
- Escalating incidents or services requests that can not 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
- SDO may be asked to fulfil ITSS tasks and vice-versa when working for MEP IT Support
Qualifications
- Minimum of 1 year of relevant professional experience
- Good IT knowledge
- Experience using ticketing tools
- User oriented
- Very good skills in all of the MS office applications
- ITIL V4 Foundation Certified (Good to have)
- Knowledge of additional EU official languages may be considered an asset
Kindly note that we require European citizenships for this position because we are NOT able to provide sponsorships.