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helpdesk finnish speaking - brussels in Haren

Haren, Limburg
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job description

Analyzing support requests sent by the customer by calls, mail, web submit or any other means of communication as a consequence of a Client¿s request for change or Stefanini decision for change ¿ Examining all problems; evaluating complexity, impact and priority. ¿ Providing required support, efficiently and effectively and in accordance with priority, impact and SLA¿s. ¿ Escalating problems according to procedures; to the client¿s helpdesk or to the 2nd level support technician or any 3rd party vendors as outlined in the specific escalation procedures ¿ Ensuring follow-up of all issues: documenting and filling in ticketing system appropriately. ¿ Taking decision regarding open tickets, giving feedback on cause of, and solution to, problem to user. ¿ Managing and reporting resolved problem. ¿ Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, giving support to colleagues. ¿ Working in accordance with Stefanini quality standards, procedures and work instructions. ¿ Reporting on progress, issues and problems to the supervisor; giving suggestions to optimise service offered and work processes ¿ Study and participate in activities to improve knowledge of project`s specific software and/or products.


Skill Requirements ¿ General: Works with Office software (Word, Excel, Outlook, OS), is familiar with internet, works in accordance with procedures for fault management and ticketing systems. ¿ Windows XP/Windows 7 workstation knowledge ¿ Microsoft Office 2003/2007 knowledge (Word, Excel, Outlook and Powerpoint) ¿ Strong Analytical skills ¿ Knowledge of Global Distribution Systems or Travel agency or Airline industry experience are an asset
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