Help Desk Support

About Inetum, Positive digital flow:

Inetum is an IT services company that provides digital services and solutions and a global group that helps companies and institutions to get the most out of digital flow. The Inetum group is committed towards all these players to innovate, continue to adapt and stay ahead. With its multi-expert profile, Inetum offers its clients a unique combination of proximity, a sectorial organization and solutions of industrial quality. Operating in more than 26 countries, the Group has nearly 27,000 employees and in 2020 generated revenues of €1,965 billion.

Inetum Romania is an important player in the IT services and solutions market in our country, with over 15 years of activity. It is a stable, growing and profitable company with over 500 employees who provides IT consulting services, infrastructure and software development assistance, digital services implementation and support.

In an Agile format, our teams work on cloud initiatives, application development, business intelligence, automation and digitalization projects that contribute to the profit and evolution of our clients. The diversity of our projects offers team members the opportunity for learning and growth. The company had a turnover of 20 million EURO in 2021.

• French speaker – is a must
• Advanced in English
• Knowledge of computer operating systems
• Strong client communication skills
• Customer service orientation
• Troubleshooting and multi-tasking skills
• Proven working experience in providing Help Desk support – would be a plus

• The role requires the person to serve as a connection between users and other departments within the company
• Respond to queries over the phone or through the designated applications
• Provide first level contact and convey resolutions to customer issues
• Properly escalate unsolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Walk internal customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure of issues
• Provide technical assistance and support for incoming queries and issues related to computer systems
• Ask questions to determine nature of problem
• Walk internal customers through problem-solving process
• Advise users on appropriate action
• Follow up with customers to ensure complete resolution of issues
• Gain feedback from customers about solution offered /problems encountered and take proper actions / make proper information within the team and to the management
• Follow internal standard help desk procedures
• Log all help desk interactions
• Redirect problems to correct responsible parties
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and updates
• Train other staff members on troubleshooting and diagnosing problems
• Train new staff members
• Actively participate in improving internal processes and procedures
• Write, edit, and revise training manuals for new and updated software and hardware
• Use own initiative and operate under a minimum of supervision for internal effectiveness
• Have a positive approach to additional tasks on an as-needed basis

Benefits:
Interesting salary conditions
Undetermined period of contract
Career plan (professional, academic, and financial)
Medical insurance
Official training's and certifications
Meal tickets
Professional and friendly working environment
Location: Pitesti