1st Line IT HelpDesk Support - Strasbourg

Service Desk Operator (SDO) - 6 months contract with extensions

Duties:
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 prioritization codes.
Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them. Making use of the knowledge database
Follow the documented procedures
Escalating incidents or services requests that can not resolve
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
You may be asked to fulfil ITSS tasks and vice-versa when working for this client

General
Good IT knowledge
Experience using ticketing tools
User oriented
Analysis and technical skills
Very good skills in all of the MS Office applications
ITIL V4 Foundation Certified

Experience
Minimum of 1 year of relevant professional experience
Language and communication skills
Fluent in both English/French both written and oral
German language skills will be considered an asset

Apply by sending your CV to Navaid Faiz or Yasin and call to discuss your application further.