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We are looking for 3 Help Desk candidates. We are searching for people who have the ability to perform functional/application support. So the focus is not on the technical support but on the processes. 
Duties and responsabilities 

– To represent the IT organization to the users. 
– 1st Level IT Support and co-work with IT personnel 
– Acknowledge and record all incidents and service requests. 
– Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner. 
– Ensure response, escalation and resolution time objectives as defined in service level agreement(SLA). 
– Provide the user with status updates as defined in SLA. 
– Have sound knowledge and understanding of the contents of SLA and the Service Desk’s processes and procedures. 

Competence requirements 

– Process knowledge 
– Experience with SAP 
– Experience with SalesForce.com 
– Experience in Customer Service Tool ServiceMax (a big plus, no must) 
– Experience in service desk operation, IT helpdesk or technical support. 
– Excellent in English communication and negotiation skills both verbal and written. 
– Strong analytical and problem resolution skills. 
– Resourceful and self-motivated. 
– Able to manage tasks with minimum supervision. 
– Work Experience in a global IT organization is a plus but not required 

Reports to: Global IT Service Desk Officer 
Supervises: N/A 

Client is going to implement beginning of October a new tool in several countries (Servicemax) ans it's necessary to reinforce the team of support for the hypercare

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