Service Desk Operator

Company Description

We are Netcompany - Intrasoft, a leading European IT Solutions and Services Group with a strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs. For more information regarding our company, current projects, and openings around Europe, please consult our website: https://www.netcompany-intrasoft.com

Job Description

What does it feel like to be a Service Desk Operator in Netcompany-Intrasoft? 

The Service Desk Agent provides support for basic incident resolution and service request fulfilment. Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.

Agents must have a comprehensive understanding of the technologies involved and support experience in common desktop software on a Windows environment and corresponding hardware. Staff shall also be versed in automated software distribution as well as telephony, video conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.

Service Desk Agents must log all incidents and requests and engage other end user services re-sources to resolve incidents that are beyond the scope of their ability or responsibility.

Service Desk Agents uses the appropriate priority and categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude. Agents may be requested to provide after business hours and on-call support as needed.

Agents shall document resolution of incidents and update documentation and/or knowledge bases accordingly. Agents shall strive to develop general knowledge of the current EIB business and busi-ness practices, increasing their ability to quickly resolve incidents and requests on first contact.

Role purpose

This role corresponds to the Service Desk Operator profile described above. Service Desk Support pro-files staff the Service Desk to handle incidents and service requests at the Service Desk. The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown be-low.

The technical and specific skills and experience in this profile are required for all Service Provider staff in Lot 1 except for the Windows engineer and IAM specialist profiles.

Job responsibilities

• Log incidents;

• Categorise and prioritise incidents;

• Diagnose and resolve incidents;

• Close incidents;

• Escalate incidents;

• Incident ownership and communication throughout the lifecycle of the incident;

• Handle in policy and out of policy service requests;

• Intervene onsite at the user location or temporary location;

• Execute IMACD tasks;

• Raise requests for authorisation of service requests.

Qualifications

What would make you a fit for the role:

• Experience with MS Office Suite;

• Experience with Microsoft OS (Windows 7 and 10);

• Knowledge of mobile devices and mobile phone services;

• Problem solving skills;

• Knowledge of ticketing and CMDB tools;

• Understanding of networking and networking protocols;

• Flexible and stress resilient;

• Ability to work in a co-operative way;

• Pan-European mind-set;

• Attention to detail;

• Experience in troubleshooting PCs/Laptops/Tablets, VPN, etc.;

• Customer and Service focus;

• Spoken and written interpersonal, communication and presentation skills;

  • Language Skills: English & French 
Additional Information

Being a part of the Netcompany-Ιntrasoft team, you will be provided with:

  • The opportunity to work in a modern environment.
  • A competitive compensation & benefits package
  • Hospitalization plan
  • Hybrid working model
  • Meal and commuting allowance
  • Well-being activities (on premises)
  • Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
  • A personalized development plan for targeted career growth

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!

By joining Netcompany - Intrasoft Belgium, you will be an integral part of a distinguished team of 600+ tech enthusiasts working for international projects, primarily within the European Institutions market. Whether you're collaborating with clients on their premises or harnessing the power of cutting-edge technologies at our own facilities, you'll have the opportunity to shape the future of digital services in an environment that values your ideas and fosters your growth.

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Valueshttps://bit.ly/3SSbBzU 

 #BePartOfSomethingGreat!

*Please submit your CV in English

All applications will be treated as strictly confidential.

Workplace

Lisbon, Portugal

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