Manage incidents or requests from users and other staff members, take ownership of and responsibility for the tickets and prioritize.
To accurately record, update and document requests using the IT service desk system
To create user accounts and reset passwords ensuring that the correct permissions and data security are applied.
To create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests. Where necessary, liaise with and/or refer support requests to other IT staff members in the organizations.
Investigate faults, user incidents and requests for support and/or information and take the most appropriate actions in order to reach a satisfactory resolution.
Monitor the progress of requests for support and ensure that users and other interested parties are kept informed.
Continually seek opportunities to increase customer satisfaction
Holder computer science degree
At least 5 years work experience in Service Desk
Strong client relationship & customer service experience
Possess general understanding in the areas of infrastructure, database and system design
Understands Internet, intranet, Extranet and client/server architectures
Maintains awareness of new and emerging technologies
Good ITIL v3 Foundation knowledge – certified v3 would be a plus
Fluent in French, German and English: understanding of all languages in both spoken and written form
Willing to learn more languages would be an asset
Self-starter, time oriented individual with good time management.
Team player with the ability to work with local and international team members.
Excellent interpersonal and communications skills (written and spoken)
For more information, please contact Nabil BELAIDI at: firstname.lastname@example.org