Proximus Luxembourg - Customer Support Agent

Job content You are the Single Point of Contact for our customers users You enjoy troubleshooting, by ensuring 1st call resolution You ensure that SLA targets are achieved, and help in improving the overall levels of service and performance You manage the tickets life cycle, by monitoring progress of incident resolution, closing incidents, and keeping users informed to ensure they are satisfied You manage technical escalations to internal technical teams You participate in feeding our knowledge base based on your own experience and lessons learned You participate in projects related to the service Your knowledge The ideal candidate should have a proven experience in an IT Service Desk / Support environment A broad technical knowledge of Digital Workplace Management, Good working knowledge of Microsoft Windows operating system Good understanding of IT infrastructure Good knowledge of Microsoft 365 and its applications You are familiar with ITSM tools, such as for example, ServiceNow ITIL has no secret for you You are fluent in English and French Your key soft skills Customer centric - service oriented mindset Ability to work on own initiative, address and resolve problems Ability to diagnose faults in the Hardware / software / operating systems used by the customer Excellent interpersonal skills, analytical mind, rigor, autonomy and proactivity Excellent organisational skills, able to take a methodical approach Good team player If at the end of the process your application is successful, you will be asked for a criminal record.