ABAKUS IT SOLUTIONS

Expert in IT comfort

The IT Service Desk Analyst will provide first line for technical support to our customer. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of customer’s issue, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Objectives:

  • Act as a single point of contact for phone calls and emails from customers regarding IT issues and queries
  • Receiving, logging and managing calls from customers
  • 1st line support – troubleshooting of IT related issues
  • To Escalate unresolved calls to the 2nd line support or 3rd party
  • To follow up calls in the Service Desk Call Logging systems
  • To Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To Provide basic in-house training in your domain expertise
  • Ensure the communication related to maintenance operation
  • Active participation to the test/qualification phase for new service
  • Writing / Updating procedure
  • To Contribute to the knowledge base

Your Profile:

  • An ITIL qualification is an asset
  • Strong communications skills (oral/written) to interact effectively and professionally with both internal and external customers
  • Ability to work in an international/multicultural environment
  • Ability to work both independently and with other team members
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Excellent multi-tasking and organizational skills
  • A knowledge in the following domain would be considered as an asset (level 1)
  • ITSM Tools (SMT, BMC Atrium, Patrol, Proactive Net …)
  • Oracle database
  • WebLogic
  • ColdFusion
  • BI
  • Operating system (Unix, windows)
  • Network understanding (VLAN, DNS, …)
  • Data Centre activities

 Your knowledge/experience:

  • French and English knowledge are mandatory (speaking & writing)
  • Demonstrated ability to meet deadlines
  • Team player
  • First IT Service Desk/IT Support experience (dispatching, troubleshooting)

Other requirements:EU citizenship

Location: Luxembourg

Start : ASAP

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ABAKUS it-solutions is a company where a bit of madness and serious are not incompatible ! Join-us !

and help us providing the IT comfort our customers deserve!

To apply for this job please visit the following URL: https://my.abakusitsolutions.eu/fr_BE/jobs/apply/service-desk-agent-400 →