We are Netcompany-Intrasoft, a leading European IT Solutions and Services Group with strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs. For more information regarding our company, current projects, and openings around Europe, please consult our website: www.netcompany-intrasoft.com.

We are looking for an IT Call Center Operator for our offices in Luxembourg.  

Your main duties will be to: 

• Respond to requests for assistance received from end users by phone, mail or via other interactive platforms – for example chat tools - etc (First-line customer liaison). Diagnose and resolve technical hardware and software issues
• Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.
• Record and track all the interactions in the ticketing system (ServiceNow)
• Monitor the progress of incident resolution relative to the appropriate SLA.
• Managing the incident life-cycle, including closure and verification.
• Follow up with end users to ensure complete resolution of issues.
• Participate in reconfiguration and installation of PC environment.
• Follows standard service desk procedures & processes.
• Follow up with customers and users to ensure complete resolution of issues.
• Advise staff on appropriate action & maintain the ownership of the incident & ensure updates.
• Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
• Review and keep documentation up to date (SharePoint, Knowledge base, etc.).

If you have 

• Good spoken and written knowledge of English and French (min. B2).
• Excellent knowledge of all round IT (Office, Windows …).
  • Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
  • Good expertise on informatics environment (Microsoft OS; internet browsing, Linux an MAC OSX).
  • Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)).
• At least 1 year(s) of work experience in a similar job (traineeships counting as experience).
• Experience with ticketing systems (ServiceNow or other Ticketing systems).
• Excellent customer service skills.
• Excellent written and oral communications skills.
• Good analytical and problem solving skills.
• Solutions oriented mind.
• Team player with strong communication skills.
• Able to quickly assimilate procedures.
• Able to work well under pressure.
• Comfortable in international and multicultural working environment.
• Punctual, meticulous and reliable.

…then this position is suitable for you!

It would be nice if you had

• Knowledge of/or experience in ITIL environment.
• Knowledge of other EU languages is a plus.

This position comes with  

• Competitive compensation packages  
• Continuous learning (with the most modern methods - unlimited access to Udemy for Business), and fast career growth  
• Interesting and challenging tasks within large-scale projects 
• An international dynamic within a fast-paced working environment 
• The opportunity to work in a diverse environment with talented colleagues 

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity are welcomed.

The safety and well-being of our employees remain our top priority. Please note that Netcompany-Intrasoft’s recruitment process is being conducted virtually due to preventive measures against the Covid-19 pandemic.

#LI-MA1

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://bit.ly/3SSbBzU 

 #BePartOfSomethingGreat!

*Please submit your CV in English

All applications will be treated as strictly confidential.