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 priorization 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 services 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 confirmation with the customer

SDO may be asked to fulfil ITSS tasks and vice-versa when working for MEP IT Support

B2 level of English minimum. Any level of French is an asset.

Very good skills in all of the MS office applications

ITIL V4 Foundation Certified (or where absent, a (TM-1 or FP-2) penalty may apply and certification must be passed within 3 months after the start of the contract)

Minimum of 1 year of relevant professional experience

Part of the consultants needs to be fluent in German both written and oral as well 

Knowledge of additional EU official languages may be considered an asset

French

English

Microsoft Office

Our client within the European Institutions is currently looking for a Service Desk Operator to work on receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent

Public

Service Desk Operator

€255

Location:

Strasbourg, France

Apply before:

22/01/2025

Project summary

Languages needed

Main skills

Project description

Send application