Halian - Agent Service Desk (Agent Call)
Luxembourg
Hybrid
Employee
Freelance
Required
6 months to 10 years experience
English and
French
As an agent sevice desk, you will be the first point of contact for all internal and external communications arriving at the professional service desk. Your role will be essential in ensuring smooth incident and request handling, with a strong focus on customer satisfaction and operational efficiency.
Key responsibilities
- Handle all incoming calls and emails from internal and external stakeholders.
- Create and assign tickets, and participate in first-level support when needed.
- Coordinate and follow up on incidents and service requests with a customer-oriented mindset.
- Contribute to the continuous improvement of support procedures, tools, and solutions.
- Help maintain and update customer database tools.
Your profile
- Experience using ticketing tools such as ServiceNow or similar platforms.
- Familiarity with ITIL processes (ITIL v4 Foundation certification is a plus).
- Strong analytical skills and ability to manage priorities effectively.
- Excellent communication and interpersonal skills, with a customer-first approach.
- High sense of confidentiality and commitment to service quality.
- Fluency in Luxembourgish, French, and English is required.
Company description
As an international IT services company, Halian have worked hard for 20 years to understand the issues that keep our customers awake at night and to create the answers that make their lives a little easier.
Our mission - the goal that's shared by everybody at every level - is “to deliver the best people and technology services in order to help Halian's customers do more; faster, better, and more cost-effectively than ever before."
We're able to do things differently because we think and act differently - the Halian Way is based on rapid service and speedy results, and at its heart lie five key values:
Partnership, Respect, Intelligence, Dedication, and Energy.
Halian has offices in the UK, Luxembourg, Dubai, and Qatar, and have more than 500 employees all over EMEA. We work with some of the world's most ambitious and dynamic organisations, such as Public and European Institutions, Finance, Oil and Gas, Healthcare and Pharmaceuticals, and partner with industry leading hardware and software vendors. When you join Halian, you will help integrate one of our three service lines: Managed Services, Resourcing Services, or Project Services. You are able to deal with a variety of technologies in critical environments, and make a positive contribution to our customers business. In return, Halian will support the development of your career via different programmes already in place. Halian has built a strategy based on confidence with its customers and partners, and it's these strong links that allow Halian to provide you with job offers not often available on the open job market. Each role is a new challenge to take on!
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