Service Desk Operator - Luxembourg

Sogeti

  • Luxemburg
  • Unbefristet
  • Vollzeit
  • 1 Monat her
SOGETI: A PRESENCE IN MORE THAN 100 LOCATIONS AROUND THE WORLD Founded in France by Serge Kampf in 1967, Sogeti, part of Capgemini group, focus on the growing local IT market with over 25,000 people in 15 countries. Besides Capgemini group represents today a community of more than 270.000 talented people across the world. With more than 50 years of experience and a great expertise of the different sectors of activity, we support companies and organizations in the realization of their ambitions, from the definition of their strategy to the implementation of their operations, through our pragmatic approach, "Value in the making," and our passion for technology. SOGETI LUXEMBOURG: 750 employees At Sogeti Luxembourg, leading provider of technology and engineering services in the country, we support the transformation of its customers by relying on its 4 expertise: Security, Testing, Digital, and Infrastructure/Cloud. We are driven by the conviction that the business value of technology comes from and through people. Resolutely multicultural, we strive for diversity and have therefore set up a flexible and responsive organization with 750 employees. Why Joining Sogeti? Joining Sogeti means taking a giant leap forward in your career, working with the Best & Brightest that will support your talent while you engage in some of Luxembourg’s most innovative projects. Consultants can work with a variety of different customers, tools and methodologies; something that would otherwise take many years to gain. Career Development and Training opportunities: We believe that business success is intrinsically linked to your career success. We want to ensure that when you are on client site that you have the best opportunity to deliver to the highest quality - therefore continuous training is key. As a rapidly growing and evolving business, we offer many opportunities to people who want to learn and stretch themselves. We promote people on merit not tenure. We recognise and reward people for upholding our values and high standards as well as delivering results for our clients and our business. Thought Leadership & Award-Winning Innovation: If you are a focused individual who wants to continually develop and work alongside industry thought leaders, then you can be part of SogetiLabs which is our Think Tank, a network of over 150 technology leaders from Sogeti worldwide. This is our trend lab that looks for new evolutions driven by new technology. Sogetilabs also carry out in-depth international research about current and future trends, give insight into the impact and application of business and consumer technology. SogetiLabs is part of Applied Innovation Exchange, Capgemini Group’s worldwide incubator for innovation. Competitive salary and benefits package: It includes advantageous fringe benefits (Company car, fuel card, meal allowance, tech conferences...).About the companyPart of the Capgemini Group, Sogeti is making business value through technology for organizations that need to implement innovation at speed and want a local partner with global scale. With a hands-on culture and close proximity to its clients, Sogeti implements solutions that will help organizations work faster, better, and smarter. By combining its agility and speed of implementation through a DevOps approach, Sogeti delivers innovative solutions in quality engineering, cloud and application development, all driven by AI, data and automation.Capgemini Group is a global leader diverse collective of more than 350,000 strategic and technological experts based across more than 50 countries, partnering with world-renowned clients to transform and manage their businesses.What do we offer?
Your career matters to us! Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs , and our university innovative and business-focused learning curriculums.We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.Our shared values have been at the heart of the group : honesty, boldness, trust, freedom, team spirit , modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini Group.
Joining Sogeti means being part of a large Group at a human scale, where the work life balance is a reality.Job DescriptionSOGETI is looking for a Service Desk Operator to join our company.
You will be part of a team which interact with other team-members from SOGETI, in a multicultural environment. You will also have the unique opportunity to gain experience by sharing technical knowledge with your futures colleagues.Your challenge:
  • 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;
  • Escalating incidents or services requests that cannot 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;
  • Continue to develop skills, knowledge and ability to improve processes and procedures, and keep updated on trends and developments in the industry. This included meeting annual personal development goals.
Qualification:
  • Very good skills in Microsoft office applications;
  • ITIL V4 Foundation Certification would be an asset;
  • Positive can-do attitude with a mature and professional approach;
  • Well-organized, meticulous and dedicates to details;
  • Excellent verbal communication and customer service skills;
  • Fluent in English and French.
Education:At least 1 year of professional experience; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.
  • A background check within the framework PSF will be requested upon hiring (criminal record, Education degrees, diplomas & certifications).

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