Technical Helpdesk Customer Care (M/F)
Publiée le 02/09/2024
SOFITEX TALENT RECRUITMENT
À propos de nous
Sofitex Talent Recruitment
Fort d'une expérience de plus de 30 ans dans les Ressources Humaines, Sofitex est un réseau international de Travail Temporaire et de Placement en CDI. Sofitex fonde sa dynamique et son succès sur le professionnalisme de ses équipes, sa forte réactivité et sa proximité.
Mission
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 hours
Profil
· 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 proactivity
This is an opportunity for a permanent contract to start ASAP
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