Service Desk Agent

Service Desk Agent

We are currently looking for a Service Desk Agent to strengthen the Cronos Europa team.

Responsabilities:

• Assistance with providing functional and technical support of PMO's information systems.
• Categorization, analysis and resolution of reported issues and fulfilment of standardized services,
• Follow-up escalation on technical incidents and known problems related to information systems.
• Support transition to operations of release and changes in the PMO's information systems to assure necessary knowledge to provide support.
• Participation user acceptance testing of releases and changes.
• Preparation of input for operational reporting in collaboration with the support coordinator.
• Participation in internal meetings and meetings with external stakeholders in multiple languages.
• Reporting of daily activities and issues, progress of problems investigation.
• Document knowledge, known issues and transfer this knowledge to colleagues.
• Interaction with the business analysts, users, project leaders and the support teams of the solution provider

Technical Skill

• Good IT skills.
• Structured, precise and service oriented interaction towards the clients.
• Capable of working under pressure.
• Ability to work in a team and demonstrate responsiveness, availability, methodology and rigour.
• Ability to provide support efficiently and fast.
• Ability to apply high quality standards.
• Ability to cope with fast changing technologies used in PMO.
• Very good communication skills with technical and non-technical audiences.
• Analysis and problem-solving skills.
• Capability to write clear and structured functional and technical documentation.
• Ability to participate in technical meetings and good communication skills.
• A thorough knowledge of French / English is required.
• Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team;
• Ability to participate in multilingual meetings; to work in multi-cultural environment, on multiple large projects;
• Excellent Team Player;
• Ability to understand, speak and write English and French level C1 will be an advantage; Any other language is considered an additional asset;

Specific Expertise

Following specific expertise is mandatory for the performance of tasks:

• Excellent knowledge of IT support processes (cfr ITIL), mainly incident and problem management.
• Knowledge of HR Service Management processes is an asset.
• Good knowledge of ServiceNow ITSM and HR Service Delivery products (HR Case Management, HRIT Operations).
• Knowledge of the office automation tools.
• Knowledge of the regulatory frameworks (Staff Regulations, Joint Sickness Insurance Scheme, General Implementing Provisions, etc.) is considered an asset.
• Expertise in providing functional and technical support of applications support Sickness Insurances systems is an asset

Why Cronos Group?

• An attractive salary package.
• A good work-life balance environment.
• The assurance of working with cutting‑edge technologies in an entrepreneurial spirit.
• Opportunities to grow your skills through tailor‑made training programs.
• A great workplace within a friendly and collaborative team.

If you wish to join a dynamic, human‑sized structure while working with the latest technologies, don't wait any longer—join Cronos