IT Helpdesk junior

For one of our clients, a prestigious company based in Geneva, we are looking for an :

Position:

Perform role of Service Desk Analyst. Act as single point of contact for all employees for IT related issues.

Experience required:

1. 1-2 years Helpdesk or customer service experience desired.
2. Good level of English.

Main responsibilities:

1. Answer customers' e-mails and telephone calls in a polite and courteous manner.
2. Remain calm and polite when faced with customers annoyed by IT problems.
3. Analyse situations reported by customers to determine if the impact is minor, medium, high, or critical, in order to define priority of case handling.
4. Fully document Titan tickets to ensure that they contain pertinent and up-to-date information.
5. Resolve customer problems.
6. Document solutions in Titan Knowledge Base.
7. Ensure proper follow-up and communication with customers in a timely manner.

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