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 prioritization 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/fulfill 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
You have minimum 2 years of experience in a similar position (Service Desk Operator)
You have a strong knowledge on all of the MS Office applications.
You are both fluent in French and English (mandatory)
About the company
Sword Technologies Luxembourg is a large European company employing around one hundred consultants. Our employees work mainly for large Luxembourgish and European clients.
On the human level, we promote a friendly atmosphere allowing us to share more than work: this results in corporate events such as multicultural lunches, entity meetings, close and regular managerial follow-up which fully contributes to maintaining a positive working atmosphere.
Our specialty is the implementation of tailor-made solutions, and more particularly the automation of processes making it possible to extract information from the raw data present in computer systems.
We are specialized in 6 main areas: Business Intelligence (datawarehouse - reporting), Desktop Publishing (DMS, desktop publishing), Web Content Management System (WCMS), specialized development (Microsoft .NET, Java JEE), IT Helpdesk services and finally the management of IT infrastructures.