Helpdesk Operator
3 weeks ago
**Summary**:
As a Helpdesk Operator, you will play a vital role in providing efficient and timely support to our organization's users through the ServiceNow ticketing tool. You will be responsible for managing and resolving various IT-related issues, ensuring smooth operations, and delivering excellent customer service.
**Responsibilities**:
Receive, prioritize, and assign tickets generated by users via the ServiceNow ticketing tool.- Monitor ticket queues and ensure tickets are handled promptly according to defined SLAs.- Update ticket status, track progress, and ensure proper closure with detailed resolution notes- Provide first-level technical support and troubleshooting assistance to end-users.- Resolve common IT-related issues, including software, hardware, network, and access problems.- Escalate complex issues to the appropriate teams and ensure timely resolution.- Deliver exceptional customer service, ensuring users' needs and concerns are addressed promptly and professionally.- Communicate with users in a clear and courteous manner, providing updates on ticket progress and issue resolution.- Maintain accurate records of all ticket activities, including ticket details, user interactions, and resolutions.- Update the knowledge base with solutions to recurring issues, enabling faster problem resolution.- Identify areas of improvement in the ticketing process and recommend enhancements to streamline workflows.- Participate in team meetings to share insights and contribute to process optimization.
**Profile**:
Bachelors Degree in IT; or additional technical training are a plus.- Proven experience as a Helpdesk Operator or in a similar IT support role.- Proficiency in using the ServiceNow ticketing tool or other IT service management platforms.- Solid understanding of IT systems, hardware, software, and network troubleshooting.- Strong problem-solving skills with a focus on issue resolution and user satisfaction.- Excellent communication and interpersonal skills to interact effectively with end-users and team members.- Ability to handle multiple tasks simultaneously, prioritize work, and meet deadlines.- Attention to detail and a proactive approach to addressing user concerns.
**Offer**:
An extensive mobility program for a healthy work-life balance- A permanent training track which allows you to develop yourself personally and professionally- A stimulating, innovative workplace with numerous growth opportunities- A people-oriented environment with an interactive health program and a focus on employee wellbeing
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