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Senior Service Desk Agent

Requisition Number:  12220
Contract Type:  Permanent
Location(s): 

Betzdorf, LU

ROLE DESCRIPTION SUMMARY

The position is responsible for providing support for all business services and applications deployed within SES. In addition to ticket management, the function also includes support via telephone, remote support, and hands on.

 

Extended Job Description:

 

 

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Act as a point of escalation within the ServiceDesk for more complex or in-depth issues
  • Perform the role of a Problem Analyst in the SES Problem Management process for problems requiring the analysis of the ServiceDesk
  • Take on role of Incident Manager when required or directed by management
  • Act as a point of contact between the ServiceDesk and the Digital Workplace team for in-depth understanding of SES computer deployment process for the purposes of troubleshooting or training of the ServiceDesk
  • Train and mentor more junior ServiceDesk agents
  • Provide first level Incident logging and resolution, or re-assignment to other teams
  • Provide Service Request Fulfilment for IT Services
  • Provide support for various technical areas like computers, computer peripherals, mobile phones, printers, applications, conference systems, software delivery, user account and access management, etc.
  • Adhere to and promote all applicable official SES policies, procedures, and standards.
  • Ensure the adherence to existing policies (ITSM, CoBIT, ITIL, Security)
  • Leverage the SES official Knowledge base in response to Incidents and Requests to ensure consistency and adherence to established practices.
  • Take ownership and responsibility for assigned Incidents, Requests, or Tasks and follow them up until solved and keep the user up to date
  • Document in writing in ITSM tool all issues, troubleshooting, and resolutions for calls, incidents, requests and task assignments.
  • Be proactive and responsive to customer needs
  • Participate in the monitoring of the SES IT landscape via the use of monitoring tools, dashboards, and alert notifications.
  • Proactively communicate, as necessary, service status changes, advisories, or updates to appropriate stakeholders via established designated channels.
  • Actively participate to the Lifecycle management of all End User Computers within SES including:
    • Deployment
    • Maintenance
    • Renewal
    • Disposal Management
  • Provide remote user support through appropriate technical tools
  • Create and maintain ServiceDesk related Knowledge articles and support documentation as requested.
  • Participate in after-hours on-call rotation for end-user support

 

COMPETENCIES

  • Ability to work independently and as a strong team player
  • Be absolutely service and customer oriented
  • Ability to multi-task and work under pressure
  • Ability to document all work performed
  • Excellent understanding of computer hardware and operating systems (Windows 10)
  • Excellent knowledge of fundamental operations of software (MS Office 365 and previous versions), hardware (laptops, PCs, phones, printers, scanners, …) and other equipment
  • Thorough understanding of Cloud concepts
  • Working knowledge of Azure service portal and the ability to navigate it
  • Fundamental understanding of Active Directory and Group Policy and uses in an enterprise environment
  • Ability to work internationally in a matrix-managed, results-oriented environment
  • Very strong analytical and problem-solving skills: ability to interpret complex technical issues
  • Good communication skills: able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity
  • Ability to clearly explain complex technical issues to non-technical people
  • Self-motivated and demonstrate a “doer mentality”

 

QUALIFICATIONS & EXPERIENCE

  • Associate’s Degree in in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent or 3 years applicable work experience
  • Experience with ITSM tool (ServiceNow, BMC, HPSM, …)
  • Fluency in English, any other language is considered as an asset
  • Willingness for occasional international travel

 

OTHER KEY REQUIREMENTS / COMMENTS

  • This position requires the incumbent to be On-Call

 

Key performance indicators

 

  • First response and rate of first call resolution
  • ServiceDesk Backlog volume
  • ServiceDesk backlog age
  • Customer satisfaction

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