Technical Helpdesk Customer Care
Published on 29/05/2024
Proximus Luxembourg
Technical Helpdesk Customer Care
About Proximus Luxembourg
Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Telindus and more recently Codit.
With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.
Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.
Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.
Telindus Luxembourg – Share more than technologies!
Telindus is a brand of Proximus Luxembourg.
Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training.
Always in search of innovation, Telindus works daily to boost the growth of its customers.
Job Content:
As a Technical Helpdesk Customer Care representative, you will manage and monitor the dedicated service desk and contribute to the development of the Group's activities.
Your responsibilities will include:
- Collecting information provided by the client, ensuring it is well understood, and recording it in the ticketing tools
- Processing tickets and resolving incidents
- Transmitting data to the relevant departments after establishing a preliminary diagnosis of the problems and attempting initial resolutions
- Checking each client's history and verifying any maintenance contract guarantees
- Updating general and client-specific procedures
- Providing technical on-call support
- Contributing to the continuous improvement of service procedures
- Participating in internal projects related to the service
- Adhering to established KPIs
Profile:
- Diploma in the field of computer science or similar experience
- Minimum of 2 years of experience as a Helpdesk Technician
- Knowledge of operating systems (Microsoft Windows), office applications (Microsoft Office) and office equipment
- Excellent interpersonal skills, analytical mind, rigor, autonomy and proactivity
- Knowledge of ITIL processes and best practices
- Customer-centric - service oriented mindset
- Tools – Knowledge of Service Now is considered an advantage
- Soft Skills, good written and verbal communication in French and English
- Strong sense of priorities and the ability to distribute workload based on the impact of incidents
- Excellent interpersonal skills, analytical mindset, rigor, and proactivity
Our Offer:
A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.
Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.
If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.
