24/7 Service Desk Agent with English - Iasi Office

Context of the job: 

With over 4500 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 Geleen (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 CGMSC (Cegeka Global Managed Services Centre) Division is structured on 4 main levels of technical competence: Support Technician, Support Engineer, System Engineer and Architect. The 4 levels act as a team to ensure customer satisfaction. 

As a service desk agent, you will fulfill an important role in our 24/7 multi-customer Service Desk organization. You are part of the Cegeka 1st Level Team and you are our main customer interface. The Service Desk 1st Line Team operates

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
• 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 flexibilitynbsp;

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 additional vacation days according to the internal policies 
• Private medical subscription 
• Meal tickets 
• Free Gym subscription (according to internal policies)
• Preferential rates to 7Card subscription 
• Access to various training programs (soft and hard skills trainings, according to the internal policies) 
• Continuous learning and improvement activities
• Team events (team buildings, team hangouts, Christmas party)
• Long term career development programs 
• Being part of a growing organization with Belgian roots