Reference no.: 210222/0097
Company description See more offers

Contraste Europe - Service Desk Agent

Ref.: 210222/0097

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



Your Role


As Helpdesk Specialist you are the first contact to internal users in need of technical support for incidents or requests. Your interactions will mostly go through the phone, chat, mail and tickets, but we stay ready to open other new channels.

  • Handling the intake of incidents and requests reported to the service desk by phone, e-mail or the ticketing tool
  • Troubleshooting incidents or analysing requests in order to provide solutions in the shortest delay
  • Logging and documenting tickets for dispatching to further level of support
  • Stay updated on the continuous changes coming in our IT environment
  • Keep Knowledge database updated 
  • Participating actively to Agile evolution of the team
  • Ensuring SLA level maintenance for Helpdesk Service, as required by company, as well as KPI achievement, as agreed within the Team
  • You must also be able to intake of feedback from customers and bring it to the Team to ensure we evolve improving our customer's satisfaction


Your Profile


Familiar with IT and Telecom tools, with the following at least general knowledge in: 

  • Software: 
    • Windows environment and Office applications (OS, Admin Tools, troubleshooting and installation) 
    • O365 Azure / Windows AD 
    • Network and Citrix support basics
    • iOS 
  • Hardware:
    • Workstation/laptop device troubleshooting
    • Distributed Printing services
    • iOS -GSM/iPad
  • Security:
    • O365 Azure / Windows AD 
    • Aware of compliance and ethics, GDPR and security protection basics
  • Soft-Skills
    • Customer-focus, pro-active, autonomous but also able to actively participate to a Team's life and evolution
    • Agile compatible mindset
    • Able to work on multiple tasks and cope with pressure
    • Procedure oriented and attention to detail
    • Work efficiently over the phone
    • Remain friendly, helpful, patient and client-focused even with difficult users
  • An experience with a Helpdesk or IT support is a plus
  • Flexible and prepared to work in shifts (from 7:30 to 19:00)
  • Fluent in English


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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