1st line support
Hybrid
Location: strasbourg, france
Duration: 6 months + extensions
urgent 6 month contract - role hiring now!!
This is a *Strasbourg* based Hybrid role with an excellent immediate start within a Global Consulting Company that is working on Managing the incident life-cycle, including closure and verification.
Nature of tasks
- 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. Make use of the knowledge database
- Follow the documented procedures
- Escalating incidents or service requests that can not 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 confirming with the customer
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 and certification must be passed within 3 months after the start of the job
- Experience: Minimum of 1 year of relevant professional experience
- Language and communication skills
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- Fluent in both English/French both written and oral
- Knowledge of additional EU official languages may be considered an asset
- Very good communication skills
Please note deadline tomorrow Friday Morning
Please send your CV or call yasin to discuss further.
We are an equal opportunities employment agency and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.
We champion differences in technology recruitment and work with clients who actively wish to diversify their talent force - all applicants are welcome to apply.
