For our client at the European Parliament, we are currently hiring Service Desk Operators.
Nature of tasks
- 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. Make use of the knowledge database
- Follow the documented procedures
- 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
- SDO may be asked to fulfil ITSS tasks and vice-versa when working for MEP IT Support
General skills
- Good IT knowledge
- Experience using ticketing tools
- User oriented
Analysis and technical skills
- Very good skills in all of the MS office applications
- ITIL V4 Foundation Certified (or where absent, a (TM-1 or FP-2) penalty may apply and certification must be passed within 3 months after the start of the contract)
Experience
- 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
- Knowledge of additional EU official languages may be considered an asset
- Very good communication skills
The successful candidate will participate at occasional short missions to Strasbourg, France.
Please be aware that only shortlisted candidates will be contacted.
Thank you for your interest in Cronos Europa.
