We invite a Middle/Senior Service Desk Agent to join our team.
We invite a Middle/Senior Service Desk Agent to join our team.
About us
- On the market since 2002;
- Operational departments and development hubs worldwide.
Project description
Our partner is one of Europe's leading wholesale distributors of office supplies, services and solutions. A leader in France, Belgium, Luxembourg and the Netherlands, the client's group and its regional logistics centers offer more than 25,000 products, delivered within 24/48 hours anywhere in the country. The ideal candidate will be responsible for handling user support requests, resolving first-level incidents, and escalating complex issues when necessary. This role requires excellent problem-solving skills, strong communication abilities, and a solid understanding of IT environments, particularly Microsoft, SAP, and Salesforce technologies.
Requirements
- Knowledge of the following technologies: Microsoft (Azure, Intune, Office 365, SharePoint) SAP;
- Strong analytical skills to assess remote situations by asking the right questions;
- Excellent communication skills with a customer-oriented mindset;
- Ability to provide high-quality user support and guidance;
- Team player with the ability to collaborate effectively with different support levels;
- Languages: Fluent in French & English (spoken & written).
Responsibilities
- Receive and log tickets reported by users via the ticketing tool (ServiceNow);
- Diagnose and resolve tickets efficiently by following predefined procedures;
- Provide continuous support to users throughout the ticket resolution process;
- Report activity to management by tracking KPIs (incident/request volumes, resolution times, etc.);
- Understand user issues by asking precise questions and rephrasing explanations if necessary;
- Provide technical assistance to end-users on IT-related issues, particularly in Microsoft, SAP, and Salesforce environments;
- Guide users in the effective use of tools and applications;
- Perform first-level troubleshooting to resolve common technical issues;
- Escalate more complex tickets to Level 2 or Level 3 support teams when required;
- Maintain an internal knowledge base, documenting solutions and procedures for common issues;
- Ensure clear documentation for future reference and user guidance;
- Work closely with business teams, L2 & L3 support levels, and partners;
- Complete follow-up reports and forward them to the appropriate department;
- Collaborate with the L2 and L3 teams to resolve complex incidents efficiently.
We offer
- A competitive salary;
- Employment is based on an employment contract of the country or a private entrepreneur contract without any reference to a specific location;
- Paid vacation and sick leave;
- Working on exciting projects with a team of professionals;
- Opportunities for learning and practicing new technologies; internal training;
- Participating in inner meetups and permanent experience exchange with colleagues;
- Well-defined development processes and methodologies;
- English and/or French language learning for free with internal teachers within working hours.
Recognize yourself? We are waiting for your CV!
Please, fill the form and we will contact you in case if your experience suits to our offer