1st Line Support - 6 months - Strasbourg

1st Line Support
Hybrid
Location: Strasbourg, France
Duration: 6 months + extensions

*Urgent 6 Month Contract - Role hiring now!*

This is a *Strasbourg* based Hybrid role with an excellent immediate start within a Global Consulting Company that is working on *Managing the incident life cycle, including closure and verification *

Nature of tasks
Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent
Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and prioritization codes.
Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them.
Make use of the knowledge database
Follow the documented procedures
Escalating incidents or service requests that can not resolve/fulfil to other support agents in the same support group or to different support groups
Record and update information in knowledge database
Monitoring progress of incident resolution relative to the appropriate SLA
Keeping customers informed on incident status and progress
Managing the incident life cycle, including closure and verification
Closing incidents and confirming with the customer

General
Good IT knowledge
Experience using ticketing tools
User-oriented Analysis and technical skills
Very good skills in all of the MS Office applications
ITIL V4 Foundation and certification must be passed within 3 months after the start of the job

Experience
Minimum of 1 year of relevant professional experience

Language and communication skills
Fluent in both English/French both written and oral
Knowledge of additional EU official languages may be considered an asset
Very good communication skills

Please note deadline tomorrow Friday Morning

Please send your CV or call Yasin to discuss further.
We are an equal opportunities employment agency and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.

We champion differences in technology recruitment and work with clients who actively wish to diversify their talent force - ALL applicants are welcome to apply.