We are currently looking for a “Service Desk Operator” to strengthen the Cronos Europa team.
Responsabilities:
· 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 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
Technical skills:
· Minimum of 1 year of relevant professional experience
· Good IT knowledge
· Experience using ticketing tools
· User oriented
· Very good skills in all of the MS office applications
· ITIL V4 Foundation Certified
· Language and communication skills
· Fluent in both English/French both written and oral
Why Cronos Group?
We’ll propose you:
· An attractive salary package
· A good work-life balance environment
· The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
· The opportunity to develop your skills thanks to tailor-made training courses according to your needs
· A good job in a friendly place
If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos!