Job Description
Job DescriptionLE POSTE :For one of its clients based in Bertrange, Sofitex Talent Recruitment is looking for a :Technical Helpdesk Customer Care (M/F)As a Technical Helpdesk Customer Care representative, you will manage and monitor the dedicated service desk and contribute to the development of the Group's activities.Your responsibilities will include:- Collecting information provided by the client, ensuring it is well understood, and recording it in the ticketing tools- Processing tickets and resolving incidents- Transmitting data to the relevant departments after establishing a preliminary diagnosis of the problems and attempting initial resolutions- Checking each client's history and verifying any maintenance contract guarantees- Updating general and client-specific procedures- Providing technical on-call support- Contributing to the continuous improvement of service procedures- Participating in internal projects related to the service- Adhering to established KPIs- Shift working hoursPROFIL RECHERCHÉ :· Diploma in the field of computer science or similar experience· Minimum of 2 years of experience as a Helpdesk Technician· Knowledge of operating systems (Microsoft Windows), office applications (Microsoft Office) and office equipment· Excellent interpersonal skills, analytical mind, rigor, autonomy and proactivity· Knowledge of ITIL processes and best practices· Customer-centric - service oriented mindset· Tools - Knowledge of Service Now is considered an advantage· Soft Skills, good written and verbal communication in French and English· Strong sense of priorities and the ability to distribute workload based on the impact of incidents· Excellent interpersonal skills, analytical mindset, rigor, and proactivityThis is an opportunity for a permanent contract to start ASAPJobs.lu
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