Glocomms Service Desk Operator

Glocomms are working with an IT consultancy who are currently looking for a Service Desk Operator to join them on a long term freelance mission. You will play a crucial role in large-scale transformation projects that impact millions of EU citizens.

Start Date: ASAP

Contract Length: 6 months renewable

Location: Strasbourg

Language: English (Any EU official language a plus)

Responsibilities:

• Act as the first point of contact for customers via calls and emails.
• Serve as a service desk agent, handling incidents and requests.
• Record incidents and requests in the Service Management Tool.
• Log all relevant details, categorizing and prioritizing appropriately.
• Perform initial assessments and diagnoses of incidents and service requests, attempting to resolve them.
• Utilize the knowledge database effectively.
• Follow documented procedures.
• Escalate unresolved incidents or service requests to the appropriate support groups.
• Update and maintain information in the knowledge database.
• Monitor the progress of incident resolution in line with SLAs.
• Keep customers informed about the status and progress of their incidents.
• Manage the incident life-cycle, including closure and verification.
• Confirm incident resolution with the customer.

Qualifications:

• Minimum of 1 year of relevant work experience.
• Familiarity with ticketing tools.
• Strong focus on user needs.
• Proficiency in all MS Office applications.
• ITIL V4 Foundation Certification (preferred).
• Fluency in English and French (both written and spoken).
• Knowledge of other EU official languages is a plus.

If you are interested in the role please apply with your CV and I will be in touch!