Service Desk Operator

il y a 7 jours

Strasbourg, France Netcompany Temps plein
Company Description

We are Netcompany-Intrasoft, a member of Netcompany Group A/S, and a leading European IT Solutions and Services company with strong international presence and expertise, dedicated to responsible digitalisation. We offer innovative and added-value solutions of the highest quality to a wide range of public and private organizations, while being a key-player in the EU Institutions for the past 30 years. We hold an outstanding record of 500+ organizations in 70+ countries, that have chosen our solutions and services, to fulfil their business needs. Our team of 3500+ professionals is our driving force and our most valuable asset.

Job Description

Are you ready to discover the role of a Service Desk Operator in Netcompany-Intrasoft?

As a Service desk operator you will be,
  • 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.
  • Making use of the knowledge database
  • Following 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
  • Recording and updating 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
Qualifications

What would make you a fit for the role: :
  • At least 1 year of relevant work experience
  • Familiarity with ticketing tools
  • Focused on user needs
  • Strong skills in all MS Office applications
  • ITIL V4 Foundation Certification (preferred)
  • Fluent in English and French (both written and spoken)
  • Knowledge of other EU official languages is a plus
Additional Information

Being a part of the Netcompany-Ιntrasoft team, you will be provided with:
The opportunity to work in a modern environment.
A competitive compensation & benefits package
Hospitalization plan
Hybrid working model
Meal and commuting allowance
Well-being activities (on premises)
Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
A personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be

#LI-PG1

Our culture

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

#BePartOfSomethingGreat

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

Should you be invited for an interview and be considered suitable candidates for the EU project at the first stage, we inform you that your CV may be forwarded to the relevant European Organization or third companies - consortium members participating in the specific EU project together with NETCOMPANY INTRASOFT for evaluation.

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. As part of the Netcompany-Intrasoft culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our our everyday working experience.

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