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Service Desk Operator
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Industry

Computer/IT Services

Category

IT & Infrastructure

Experience

Experienced

Location: Luxembourg

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Contact Person
Nadia NAIR

Job Description

SOGETI is looking for a Service Desk Operator to join our company.

You will be part of a team which interact with other team-members from SOGETI, in a multicultural environment. You will also have the unique opportunity to gain experience by sharing technical knowledge with your futures colleagues.

Your challenge:

  • Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent;
  • Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and priorization codes;
  • Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them;
  • Escalating incidents or services requests that cannot resolve/fulfil to other support agents in the same support group or to different support groups;
  • Record and update information in knowledge database;
  • Monitoring progress of incident resolution relative to the appropriate SLA;
  • Keeping customers informed on incident status and progress;
  • Managing the incident life-cycle, including closure and verification;
  • Closing incidents and confirmation with the customer;
  • Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This included meeting annual personal development goals.
Skills & Requirements

Qualification:

  • Very good skills in Microsoft office applications;
  • ITIL V3 Foundation Certification would be an asset;
  • Positive can-do attitude with a mature and professional approach;
  • Well-organized, meticulous and dedicates to details;
  • Excellent verbal communication and customer service skills;
  • Fluent in English and French.

Education:

At least 1 year of professional experience; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.

About the company

I LOVE SHAPING THE FUTURE

At Sogeti, technology runs through our veins. This passion for technology inspires us on a daily basis and reflects in our motto "I love shaping the future".

Leader in Cybersecurity and Testing , innovative player in the Agile and Cloud world , Sogeti supports its clients in their digital transformation. Our DNA: tailor-made and flexible solutions, innovation, entrepreneurial spirit and committed bold teams.

Brand of the Capgemini group, a global community of 300,000 professionals and experts in more than 40 countries around the world, since 1967.

SOGETI LUXEMBOURG
Sogeti is the leading IT player in Luxembourg since 1994 , working closely with its clients thanks to its 700 employees.

Our multicultural teams, composed by more than 50 nationalities , work in various activities, for prestigious clients: European Institutions, Financial services and major industries.

OUR VALUES, OUR CULTURE

Boldness, Freedom
Sogeti is the perfect place to bring your passion for IT into play while learning new skills.

Team Spirit, Modesty

You will be given the opportunity to develop your career through interesting & ethical projects and your evolution will be monitored closely by your line manager and HR team.

Fun, Trust, Honesty
Moreover, you will be encouraged to attend training courses to broaden your knowledge and obtain certifications. You can also count on an attractive salary and fringe benefits (e.g. company car, meal allowance). Voted as the second richest country in the world, Luxembourg offers a high quality of life in a multicultural environment.

Joining Sogeti means rediscovering the start-up spirit in a large Group, where international mobility is a reality.

Sogeti Luxembourg is part of the Europe Cluster Business Unit managed by Eric de Quatrebarbes, the former head of Sogeti France.

The Cluster brings together 11 European countries: Belgium, Luxembourg, Switzerland, Romania, Czech Republic, Poland, Portugal, Ireland, Hungary, Austria, Slovakia and offshore in India, with more than 7000 Teammates.

Diversity statement
We take pride in the diversity of our people who come together to create ideas that will shape the future. We believe that the collaboration of diverse and multi-cultural teams, promotes creativity and innovation, leading to an inclusive culture to the benefit of all.

Our definition of diversity encompasses cultural identity, ethnicity, social origins, sexual orientation, ideologies, working methods, gender identity and disability. To best integrate the value of diversity in our corporate culture, we focus on inclusion to ensure that all employees feel valued and included.

#4PositiveFutures Corporate Social Responsibility is a business imperative at the core of everything we do. Architects of Positive Futures captures our renewed social ambition & three pillars guiding our journey:

  • Diversity & Inclusion
  • Digital Inclusion
  • Environmental Sustainability

WHY JOINING US?

  • To integrate a team on a human scale;
  • To have access to open career paths in terms of jobs, roles and sectors;
  • For being involved in a fun atmosphere and regain the freedom to dare;
  • To act on complex issues in an innovative environment.

Be bold and make the difference shaping a promising future with us!

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