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Deep - Incident Coordinator

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Luxembourg POST Group Temps plein

**DEEP - Incident Coordinator**:
**Date**:14 oct. 2024

**Lieu**: Luxembourg, Luxembourg

**Entreprise**:POST Luxembourg

Afin de renforcer les équipes de DEEP au sein de la Business Line Customer Support and Operations, nous recherchons actuellement un(e)** Incident Coordinator** **(M/F/n)**

**Vos missions**:

- Créer, assigner des tickets et participer au support niveau 0 et 1
- Effectuer la coordination et le suivi administratif des incidents et des requêtes en ayant une « approche orientée client »
- Participer à l’amélioration continue des procédures, des solutions et des outils de support
- Contribuer à la mise à jour des outils de base de données client

**Votre profil**:

- Être titulaire d'un diplôme de niveau « CATP/DAP » avec une spécialisation en informatique ou justifier d’une expérience professionnelle équivalente
- Avoir une bonne maîtrise des outils de ticketing tels que ServiceNow ou équivalent
- Connaitre les processus ITIL (une certification ITIL Foundation v4 est un atout)
- Etre capable d’analyser et de gérer des priorités, avec une aisance dans le contact client (écoute, suivi, communication)
- Avoir le sens prononcé de la confidentialité et de la qualité de service
- Maîtriser les langues luxembourgeoise, française, anglaise et allemande

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**POST souscrit au principe de l’égalité d’accès à l’emploi.