Service Desk Agent_Iasi

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Employer: Cegeka Romania
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Iasi
  • Updated at: 10.03.2018
    Remote work: On-site
    Short company description

    Cegeka has preserved its family business spirit to this day. Cooperation, respect and development are our foundation. Development is crucial not only in technology, but also on an individual level. We believe that we can only grow if our employees do the same.

    We are in a continuous dialogue about how to make that happen, whether it's about your personal development plan, a hangout party or a financial wellbeing session. Get ready for an informal and pragmatic style, that gives you plenty of space to express yourself while growing!

    Requirements

    Context of the job:

    With over 3400 employees, Cegeka is one of the most important ICT providers in Benelux. We develop, implement and manage IT applications and infrastructures for medium-sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors. Customers use our services to implement and integrate IT infrastructures, managed services, outsourcing, user support, desktop management, the development and implementation of applications, technical support and consultancy. With our own data centers in Hasselt (BE), Leuven (BE) and Veenendaal (NL), we are ready for the future and for new business models, and so are our customers. As well as the Belgian domestic market, Cegeka also has branches in the Netherlands, Poland and Romania, where we have subsidiary companies for remote management and software development.


    Job mission:

    Cegeka is a System Integrator that provides Managed Services for multiple customers across Europe on a 24 by 7 basis. The CGMSC (Cegeka Global Managed Services Centre) Division is structured on 3 main levels of technical competence: Support Technician, Support Engineer and System Engineer. The 3 levels act as a team to ensure customer satisfaction.
    As a service desk agent, you will fulfil an important role in our 247 multi-customer Servicedesk organization.
    You are part of the Cegeka 1st Level Team and you are our main customer interface. The 1st Level Team operates in 247 shifts.

    Responsibilities

    Position responsibilities:

    • Handling of customer service requests and request for changes within agreed service level agreements
    • Assisting in creating operational reports
    • Follow up of backlog on Servicedesk queues
    • Act as Single Point Of Contact calls, mails and tickets throughout the night
    • Escalate urgent incidents to our standby agent
    • Change coordination activities
    • Follow up of tickets with support groups (internal & external)


    Candidates must possess:

    • Experience in working in a customer support role is an asset
    • Experience with industry best practices (ITIL) is a plus
    • Excellent English skills
    • Excellent customer support skills
    • Good technical skills: hardware/software troubleshooting, remote connectivity, etc
    • Team spirit
    • Punctuality and flexibility

    Other info

    Offer (bonuses, benefits):

    • Flexible working environment within a dynamic team
    • We leave you room to balance your work and private life - 22 days as annual vacation, plus 1 day added at every 3 years within the company
    • Private medical subscription, you can choose from 2 providers
    • Meal tickets
    • Free Gym Subscription - fitness, aerobic, pool (according to internal policies)
    • Preferential rates to 7Card subscription
    • Massage within the company premises
    • Team events (team-buildings, team hangouts, Christmas party, etc.)
    • Relaxation room (foosball, darts, board games, X-box, etc.)
    • Access to various training programs (soft and hard skills trainings, according to the internal policies)
    • Continuous learning and improvement activities
    • Long term career development programs
    • Being part of a growing organization with Belgian roots