Description
Requirements
- Experience in a similar job, and excellent phone skills is a must.
- Excellent knowledge of all round IT (Office, hardware, Windows)
- Experience with ticketing systems (Peregrine, HP Service Center,)
- Knowledge of/or experience in ITIL environment is big advantage.
- Fluent in English and French (both written and spoken)
- Capable of working in an international and multicultural environment
- Team player and strong communication skills
Primary tasks
- Making an initial assessment of incidents, attempting to resolve.
- Recording and tracking incident and problem information in a ticketing system
- Monitoring progress of incident resolution relative to the appropriate SLA
- Managing the incident life cycle, including closure and verification
- Participate in reconfiguration and installation of PC environment
- Follows standard service desk procedures & processes
- Advises staff on appropriate action & maintain the ownership of the incident & ensures updates
-Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources
Organisational/practical
-The CSD agent reports to the Team coordinator who at his turn reports to the management team
-Normal working hours are based upon shifts between 7:30 and 20:00
-A guard/stand-by service is foreseen during weekends and nights (periodically), during these periods only a basic service is offered.
Aston Carter Ltd is acting as an Employment Business in relation to this vacancy.