Junior Service Desk Operator

Job Description

Are you ready to discover the role of a Service Desk Operator in Netcompany?

As a Service Desk Operator, you will:

• Receive calls and emails, first-line customer liaison: service desk agent, incident and request agent
• Record incidents and requests in the Service Management Tool, log all relevant incidents/service request details allocating categorization and priorization codes.
• Make an initial assessment and diagnose of incidents and service requests, and attempting to resolve them. 
• Follow the documented procedures and escalate 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
• Monitor progress of incident resolution relative to the appropriate SLA by keeping customers informed on incident status and progress
• Manage the incident life-cycle, including closure and verification

Qualifications

What would make you a fit for the role:

• Bachelor's or Master's degree in Computer Science, IT or relevant fields. 
• At least 1 year of experience in a similar role in IT Service Desk / User Support. 
• Very good skills in all of the MS office applications. 
• Working experience with ticketing tools. 
• Excellent communication and interpersonal skills; able to explain complex issues in simple terms and handle user complaints professionally.
• Strong analytical and troubleshooting skills, with the ability to work under pressure, manage priorities and meet tight deadlines.
• Excellent knowledge of English and French (spoken and written).
• ITIL certification. 

Additional Information

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!  

#LI-CF 

Please upload your CV in English via the Apply button. All applications will be treated as strictly confidential.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.

In the following link you may find our CV Submission privacy notice: https://netcompany.com/cv-submission-privacy-notice/