Service Desk Agent

il y a 7 jours

Luxembourg NTT Data Temps plein

Are you looking for the next step in your career? Join NTT Data

Would you like to pursue your career in Public Institutions?

We are currently looking for a Service Desk Agent to join our growing client in Luxembourg.

Project

Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and prioritization 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 cannot resolve/fulfil to other support agents in the same support group or to different support groups
Record and update information in the 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
May be asked to fulfill Itss tasks and vice-versa when working for MEP IT Support

Profile

Professional experience in the field of at least 1 year.
Good IT knowledge.
Experience using ticketing tools.
User oriented.
Fluency in French and English, German is a plus.

Offer

We offer you an attractive salary package, extra-legal benefits such as meal vouchers, etc.
Your main office will be in Luxembourg.
The work schedule is full-time.

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