Helpdesk VIP Engineer - French/English - European Institution - Strasbourg
Summary
Provides first-line IT support for VIP users in a European institution, handling incidents via calls and emails while managing service requests in a ticketing system.
For an international institution based in Strasbourg, France, we are urgently looking for a Helpdesk VIP Engineer, who is fluent in French and English.
This role is open for European candidates. Workpermit is required. This position is open for contractors, who would like to commit long-term.
Tasks and Responsabilities:
Single Point of Contact for end-users (VIP);
Receiving calls and emails, first-line customer liaison;
Recording incidents and requests in the Service Management Tool;
Logging all relevant incidents/service request details allocating categorization and prioritization codes;
Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them;
Escalating incidents or services requests that can not 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;
Profile:
+3 year of relevant professional experience as Helpdesk Engineer;
Fluency in both English and French mandatory both written and oral;
ITIL V4 Foundation certification would be an asset;
You have already IT skills (Windows, AD, MS Office);
Interested:
Please send your resume to resume@all-european-careers.com.
Job ID: ZR680