Helpdesk 1st level –

Introduction

Our Consulting Services Department is currently seeking Helpdesk 1st level to assist one of our clients in financial sector in Luxembourg.

Organization

Luxembourg – Consulting Services

Function

Missions:

Receiving incidents and requests from the following 2 sources: the contact form or by phone.

Telephone helpdesk:

  • Handling incoming calls in four (4) languages from the call management tool
  • Helpdesk agents take turns handling new calls
  • Review of call categorization and prioritization
  • The agent is asked to review the priority of the request according to a matrix that takes into account the impact and urgency of the incidents
  • If the 1st level cannot resolve the incident or fulfill the service request, then the ticket is assigned to the 2nd level support of the service
  • This step may be accompanied by a troubleshooting phase and the collection of the necessary information with the customer

ITSM incident management application:

  • Regular check-ins of the ITSM incident management application whether new incidents have been created by the system, which are automatically assigned to the 1st level team
  • Helpdesk agents take it in turns to handle new tickets
  • Review of ticket content: Description, user involved, user data
  • Review of the categorization and prioritization of the incident
  • The agent is asked to review the priority of tickets according to a matrix that takes into account the impact and urgency of the incidents
  • Incident resolution and request fulfillment: the Helpdesk service can resolve simple and/or documented incidents that can be quickly resolved. The 1st level support can also proceed to collect the necessary information for escalation to the second level of support (“troubleshooting”)
  • As soon as the incident is resolved or the service request is fulfilled, the Helpdesk closes the ticket.

Contact with users:

  • Update of existing tickets
  • Incident escalation
  • Functional escalation

Offer

What we offer:

• Real career possibilities in a fascinating IT sector, a constantly growing dynamic company and a well-established international track record.

• A strong learning and development program.

• A challenging environment, where collaborative working, and continuous self-improvement is the key to success.

• A good work-life balance.

• A competitive salary package (including meal vouchers, hospital insurance, etc.) and an open-ended contract.

Information

Ilona Grekova

Application

Our values

We do not only have a set of value that guide our daily choices, but they are really embedded in our DNA. We call it WESTPOLE MENTALITY. Our culture respects individuality and growth for each employee, and if you join our family you will be in contact every day with our values, which represent the way we face our daily challenges.