As an agent sevice desk, you will be the first point of contact for all internal and external communications arriving at the professional service desk. Your role will be essential in ensuring smooth incident and request handling, with a strong focus on customer satisfaction and operational efficiency.
Key responsibilities
Handle all incoming calls and emails from internal and external stakeholders.
Create and assign tickets, and participate in first-level support when needed.
Coordinate and follow up on incidents and service requests with a customer-oriented mindset.
Contribute to the continuous improvement of support procedures, tools, and solutions.
Help maintain and update customer database tools.
Your profile
Experience using ticketing tools such as ServiceNow or similar platforms.
Familiarity with ITIL processes (ITIL v4 Foundation certification is a plus).
Strong analytical skills and ability to manage priorities effectively.
Excellent communication and interpersonal skills, with a customer-first approach.
High sense of confidentiality and commitment to service quality.
Fluency in Luxembourgish, French, and English is required.