4 Jobs found

Vos missions : -    Gérer la prise des appels entrants et régler les problèmes rencontrés par les utilisateurs,-    Gérer la relation avec les clients et les prospects,-    Planifier les rendez-vous,-    Créer et gérer les tickets d'incidents,-    Diagnostiquer une panne.-    Effectuer le dépannageLa connaissance de l'allemand et du luxembourgeois est un atout...

Title, Reporting Line and Revision DateType: PermanentHours: Full TimeReports to: Service Delivery Manager (SDM) & Managing Director (Luxembourg)Department: Service DeskAccess Level: EngineerRevision Date: March 2019Role SummaryThe Service Desk Consultant is responsible for providing front-line primary support to customers (Clients and Internal) of the employer’s Cloud and Managed Services.In this capacity the post holder will be responsible for undertaking established and routine activities associated with Service Desk operations as directed by the Team Leader in accordance with the Key Performance Indicators (KPI’S) established at the time. This support is provided via multiple mediums and requires those in this post to be able to communicate effectively via whatever method is being util...

Your challenge:• 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/servicerequest details allocating categorization and priorization codes;• Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them;• Escalating incidents or services requests that cannot resolve/fulfil to other support agents in the samesupport 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 an...

Your challenge:• Being the point of contact for our customers;• Providing a first level of resolution; • Responsible of providing operation services for telephony, print services, email communication and remote access;• Execution of daily operation schedule;• Creating procedures for new incidents;• Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This included meeting annual personal development goals.Skills & RequirementsQualification: • Good skills of Linux and Windows Operating System;• Basic knowledge of networking concepts (Basic protocols, Firewalling, VLAN Switching);• Experience in ticketing tool would be an asset;• Experience in troubleshooting PCs/Laptops/Tablets, VPN would be an as...