Service Desk Agent 24/7
Service Desk Agent 24/7
Posted on :
21-06-2025
Employer Active
1 Vacancy
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Job Description
Job Description
In this position as a Service desk agent your role will be to provide 1st line support for internal/external users at clients systems operations in Haren within their Network Operations Division (where mission critical systems are supported).
This is a great opportunity to be exposed to a market sector where technicians normally dont work with expand your knowledge portfolio and apply IT skills on it. Client offers a multicultural environment.
The Technician will handle customer calls and emails troubleshoot document and resolve IT related issues on scope 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.
Key Responsibilities:
Provide 1st Level End-user support for client users including:
- Support for specific client software and applications (installation error messages tweaking)
- Analyzing support requests sent by the customer by calls mail in person and web submit
- Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
- Examining all problems evaluating complexity impact and priority.
- Giving required support efficiently and effectively and 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 fill in ticketing system appropriately
- Assist with defining and documenting knowledge base articles
- Assist with special project work as needed
- Windows troubleshooting (error messages improving performance tweaking system changing appearance and settings)
- Networking (basic user-level support checking of settings tweaking PC settings for the network checking internet connectivity)
Professional skills and required qualifications:
- Flexibility and able to adapt to different work environment
- IT knowledge and previous experience to be able 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 cover 24/7 (Monday to Sunday)
- Proficiency in English
What we offer:
- Competitive salary and benefits package including Meal Vouchers Ecocheques;
- Due to shifts and nature of the role (24*7 environment with on call and night shifts) you get premium payment for certain hours (night shift weekends) and even if On Call is not activated we consider it and paid it as a full working day.
- 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
Whats next:
Its best to apply today because job postings can be taken down and we wouldnt want you to miss this opportunity. In case you need further information just send us a message at and well be happy to assist!
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
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 and join us onLinkedInFacebookandInstagramwhere we regularly post insights from our colleagues.
We want to inform you that there are currently scams targeting job seekers by falsely using our companys name Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.
Please remember that legitimate job offers from Stefanini will always come through official channels including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information please disregard them.
If you suspect youve been targeted please contact us immediately at for verification.
Key Points to Remember:
Legitimate job offers only follow interviews conducted with our hiring managers or clients.
We will never ask for payment at any stage of the recruitment process.
Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.
#LI-ONSITE
Required Experience:
Unclear Seniority
Employment Type
Contract
Key Skills
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