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 and Windows operating system.
You are both fluent in French and English (mandatory) any other language EU
About the company
Sword Group is an international Consulting, Services and Software company driving global leaders in their digital and technology transformation. Sword Technologies in Luxembourg is a company employing more than one hundred thirty consultants. Our people work for large Luxembourgish and European Institutions clients.
Our human purpose is to 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 maintain a positive working atmosphere.
Our business purpose is to offer comprehensive and integrated responses - more particularly in the automation of processes making possible the extract of information from the raw data present in computer systems.
We are specialized in 4 main areas: Data Analytics (BI, AI, etc.), Custom Dev (Microsoft .NET, Java JEE, etc.), Customer eXperience Management (CXM/CCM, ECM/DMS, Desktop publishing, UX/UI, etc.) IT Ops/Services (Support, Admin, Cloud, etc.)