Agent (SR) IT Service Desk

The position holder is responsible for providing 1st line support to the internal organization and external customers, assisting the users with server, application, workstation, networking, hardware problems and standard change requests via phone, mail, instant messaging and ITSM tool. He/she is expected to provide first point of contact of escalation for the 2nd and 3rd line engineers.

The position holder, after having been trained on the job, will be able to work with a certain level of autonomy.
He/she has the duty to provide activity analysis information and KPIs in order to be actively involved on the continual service improvement.

As part of the Service Desk team, the position holder will be accountable for the accomplishment of the following tasks:

• Manage all incoming calls and emails to the ...