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 can not 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
Skills & Requirements
Analysis and technical skills
Very good skills in all of the MS office applications
ITIL V3 Foundation Certified (or the certification must be passed within 3 months after the start of the contract)
Minimum of 1 year of relevant professional experience
Language and communication skills
Fluent in both English/French both written and oral
Part of the consultants needs to be fluent in German both written and oral as well
Very good communication skills
About the company
With a staff of more than 720 experts, Sogeti is the main provider of IT services in Luxembourg. Subsidiary of the Capgemini group, the Sogeti group counts over 25 000 employees worldwide in 15 countries and around 200 000 IT professionals based in 40 countries as part of the Capgemini group.
We provide a broad range of IT services in 4 lines of business (Digital, Infrastructure/Cloud, Security and Testing) in cutting-edge domains of expertise such as Business Intelligence, Statistics, Enterprise Content Management, Application Management & Modernisation, Cloud Computing, Desktop & Unified Communication, Cybersecurity or DevOps. Sogeti is able to deliver both private and public sectors and owns more than 120 active accounts in Luxembourg.
As diligent business partners, we endeavour to provide solutions suited to our clients' needs with a mutual goal to succeed and to perform. Our staff members' passion for IT, skills and professionalism are highly valued by our clients. We take pride in our staff's commitment and help them in every way we can to achieve their career objectives.
Sogeti is the perfect place to bring your passion for IT into play while learning new skills. You will be given the opportunity to develop your career through interesting projects and your evolution will be monitored closely by your line manager and HR team. 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.