helpdesk finnish speaking - brussels in Haren
Analyzing support requests sent by the customer by calls, mail, web submit or any other means of
communication as a consequence of a ClientÂ¿s request for change or Stefanini decision for change
Â¿ Examining all problems; evaluating complexity, impact and priority.
Â¿ Providing required support, efficiently and effectively and in accordance with priority, impact and
Â¿ Escalating problems according to procedures; to the clientÂ¿s helpdesk or to the 2nd level support
technician or any 3rd party vendors as outlined in the specific escalation procedures
Â¿ Ensuring follow-up of all issues: documenting and filling in ticketing system appropriately.
Â¿ Taking decision regarding open tickets, giving feedback on cause of, and solution to, problem to user.
Â¿ Managing and reporting resolved problem.
Â¿ Working in close collaboration with colleagues to ensure that service delivery to the customer is of
the highest standard, giving support to colleagues.
Â¿ Working in accordance with Stefanini quality standards, procedures and work instructions.
Â¿ Reporting on progress, issues and problems to the supervisor; giving suggestions to optimise service
offered and work processes
Â¿ Study and participate in activities to improve knowledge of project`s specific software and/or
Â¿ General: Works with Office software (Word, Excel, Outlook, OS), is familiar with internet, works in
accordance with procedures for fault management and ticketing systems.
Â¿ Windows XP/Windows 7 workstation knowledge
Â¿ Microsoft Office 2003/2007 knowledge (Word, Excel, Outlook and Powerpoint)
Â¿ Strong Analytical skills
Â¿ Knowledge of Global Distribution Systems or Travel agency or Airline industry experience are an asset