Reference no.: 201030/0870
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Contraste Europe - Service Desk Agent

Ref.: 201030/0870

The Contraste Europe Group builds strong relations with its clients. It offers a range of IT services such as: Advisory, Solutions, Applications and Infrastructure. The Group's sector focus is with finance, utilities, public institutions and non-commercial organisations. We are operating on three countries located in Belgium, Luxemburg and France.


For one of our major clients in the financial sector, we are looking for two Service Desk Agents.



Your Role


The tasks covered by Service Desk Agents are mainly:

  • Be the single point of contact for the client's end-users or IT coordinators, for call handling, incident management and request registration, across all agreed communication channels
  • Obtain and register appropriate information on calls and incidents
  • Own calls and incidents during the complete life cycle or until re-assignment
  • Maintain accurate records of calls and incident in the incident management system
  • Execute standard checks to identify repeat or related incidents
  • Resolve as many incidents as possible during the first contact, with the agreed time limit
  • Assign requests and unsolved incidents to appropriate solver group
  • Coordinate activities around owned requests and incidents, in line with SLA commitments
  • Pro-actively contact users around potential difficulties, to avoid incidents wherever possible (e.g. during new service introduction)
  • Bear responsibility for incident escalation, as applicable, to problem manager or Service Coordinator
  • Identify patterns and trends that could lead to improvement actions
  • Execute scheduled tasks assigned by the Service Coordinator

The following activities are proposed within the scope of this project:

  • Call reception and handling:
    • Receiving calls, call screening and incident /request creation
    • Identification of recurring incidents and correlation with parent incidents or problems
    • Monitoring and event management (optional)
    • Resolution attempt which includes workarounds
    • Feedback to users on request status and resolution progress
    • Call closure
    • Handling complaints
  • Service Request Management:
    • Recording and tracking of the request
    • Verify compliancy with authorisation / approval procedures
    • Contact with user and synchronise, if necessary, activity
    • Implement change
    • Update status
    • Close Service request
  • Asset Management:
    • Record and update CMDB / CMS
    • Manage Configuration Items operational state transitions
    • Perform reconciliation if discrepancy
    • Integration with incident and problem management status
    • Provide input for Change Management assessment
    • Periodical report production and crosscheck
  • Coordinating escalations:
    • Identifying problems
    • Escalation to appropriate solver groups, follow-up of escalations
    • Coordination of second line and third-party support groups
    • Follow-up on request execution
    • Incident resolution verification
  • Proactive user information:
    • Communication of planned changes of service levels to users
    • Liaison with user representatives
  • Reporting:
    • Preparation of management information
    • Recommendations for service improvement
    • Highlighting user training and education needs


Your Profile


Service Desk Agents are selected based on skills that facilitate the dialogue with end-users

  • Easy communication with non-IT professionals
  • Understand requests and questions
  • Provide clear responses to questions and concerns


We Offer

  • A challenging position in a fast growing company with an international presence.
  • A stimulating working environment with a really good team spirit maintained by lots of internal events (teambuilding, ...).
  • A dynamic culture focused on personal development.
  • A wide range of training and career development opportunities.

Company description

The Contraste Europe Group builds strong relations with its clients. It offers a range of IT services: Consulting, Application Management and Managed Services.

The Group's companies act as competence centers in selected domains, building a solid expertise network.

The Group's sector focus is with finance, utilities, public institutions and non-commercial organisations.
It operates in Luxemburg, Belgium and France.

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