Service Desk Operator - European Parliament

NTT DATA - a part of NTT Group - is a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, IT modernization and managed services. NTT DATA enables clients, as well as society, to move confidently into the digital future. We are committed to our clients' long-term success and combine global reach with local client attention to serve them in over 50 countries. Visit us at nttdata.com.

Role

Service Desk Operator - European Parliament

Location

Strasbourg, France - European Parliament

Responsibilities

• 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 priorization 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 services 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 confirmation with the customer
• SDO may be asked to fulfil ITSS tasks and vice-versa when working for MEP IT Support

Requirements

Following skills are required for the performance of the above listed tasks:

• Good IT knowledge
• Experience using ticketing tools
• User oriented
• Minimum 1 year of experience
• Very good skills in all of the MS office applications

Certificates

• ITIL V4 Foundation Certified (mandatory)

Languages

• Excellent knowledge of English - Level C1 in Understanding, Speaking and Writing
• Excellent knowledge of French - Level B2 in Understanding, Speaking and Writing

Some soft skills the client will appreciate

• Good analytical and synthesis skills, communicate effectively and know how to adapt communication to interlocutors
• Flexible, conscientious, results-oriented, proactive and critical. Someone who constantly wants to learn
• Can work independently and in a team, under pressure and with changing priorities
• Problem-solving skills
• Proactive attitude, customer oriented and results
• Rapid self-starting capability and experience in team working and working in an international/ multicultural environment

Our offer

• You will have the opportunity to work in an international and multi-cultural environment
• You will be able to work for interesting European projects that is managed by European Commission