Service Desk Operator
il y a 1 jour
SOGETI is looking for a **Service Desk Operator** to join our company.
You will be part of a team which interact with other team-members from SOGETI, in a **multicultural** **environment**. You will also have the unique opportunity to gain experience by sharing technical knowledge with your futures colleagues.
**Your challenge**:
- 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;
- 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 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;
- Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This included meeting annual personal development goals.
**Skills & Requirements**:
**Qualification**:
- ITIL V4 Foundation Certification would be an asset;
- Positive can-do attitude with a mature and professional approach;
- Well-organized, meticulous and dedicates to details;
- Excellent verbal communication and customer service skills;
- Fluent in English and French.
**Education**:
At least 1 year of professional experience; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
- _A background check within the framework PSF will be requested upon hiring (criminal record, Education degrees, diplomas & certifications)._
**About the company****:
Capgemini Group is a global leader diverse collective of more than 350,000 strategic and technological experts based across more than 50 countries, partnering with world-renowned clients to transform and manage their businesses.
**_ What do we offer?_**
Your career matters to us Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our **personal development, training and career management programs**, and our university innovative and business-focused learning curriculums.
We promote a culture of **diversity**. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.
Our shared values have been at the heart of the group **:honesty**, **boldness**, **trust**, **freedom**, **team spirit**, **modesty** and **fun**. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini Group.
Joining Sogeti means being part of a large Group at a human scale, where the **work life balance** is a reality.
**Industry**
Computer/IT Services
**Category**
IT & Infrastructure
**Experience**
Experienced
**Location**:Luxembourg
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