INTRASOFT International, a leading European IT solutions provider, is seeking a professional In Luxembourg to cover the following opening:
Service Desk Operator (SDO) - LUX
You will be part of a team with the following key responsibilities:
- Receiving calls, first-line customer liaison: Service Desk Agent, incident agent.
- Recording and tracking incident and problem information in a ticketing system
- Making an initial assessment of incidents, attempting to resolve.
- Assigning incidents to other support agents in the same support group or to different support groups.
- 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.
Follows standard service desk procedures & processes
Experience in a similar job
- Excellent knowledge of all round IT (MS Office, hardware, Windows etc.)
- Experience with ticketing systems (Peregrine, HP Service Center etc.)
- Fluent English and French both written and Oral, German is a plus
Knowledge of/or experience in ITIL environment is big advantage
- Capable of working in an international and multicultural environment
- Team player and strong communication skills
All applications will be treated as strictly confidential.