Service Desk Agent

Job Description

In this position, as a Service Desk Agent, your role will be to provide 1st line IT support for a client leader in the aviation sector. You will work closely with a multicultural team in solving various IT requests related to hardware and software issues.
The Technician will handle customer calls and emails, troubleshoot, document, and resolve IT-related issues based on solutions found in the knowledge base. The Technician must work in a timely and efficient manner while ensuring attendance, quality, and customer service metrics are met.

This role requires the availability to cover Mon - Fri 7am to 7pm shifts - company car is provided.
Key Responsibilities:

• Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
• Specific corporate software (installation, error messages, tweaking)
• Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
• Analyzing support requests sent by the customer by calls, mail, in person, and web submissions
• Answer incoming calls and log all customer questions and issues accurately and efficiently into the ticketing system
• Examining all problems, evaluating complexity, impact, and priority.
• Providing required support efficiently and effectively in accordance with priority, impact, and SLAs.
• Escalating problems according to procedures; to the client support groups or to the 2nd level
• Ensuring follow-up of all issues: documenting and filling in the ticketing system appropriately
• Assisting with defining and documenting knowledge base articles
• Assisting with special project work as needed

Job Requirements:

Requirements

• At least 3 years of experience in a similar position.
• Flexibility and ability to adapt to different work environments
• IT knowledge and experience to resolve IT issues on the go
• Fast learner
• Previous successful customer service experience is considered an advantage
• Strong analytical, technical, problem-solving, and organizational skills
• Strong written and oral communication skills
• Team player, self-motivated, organized, detail-oriented, and able to handle changing priorities;
• Able to communicate problems/issues to customers in a non-technical manner
• Flexibility. Working hours: shifts rotation to Mon - Fri 7am to 7pm

• Proficiency in English and French

What we offer:

• Competitive salary and benefits package, including Meal Vouchers, Ecocheques;
• Company car and fuel card;
• Hospitalization and group insurance;
• Extra vacation days;
• Opportunities to learn and develop: training programs;
• Personalized career path within the organization;
• Exposure to an international environment as part of a multicultural team spread across Europe.

What's next: It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist

Diversity & Inclusion Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you

About us We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector, and utilities. Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a 'get it done' attitude, come over for coffee and a talk on your future career with us Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.

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