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Sogeti - Service Desk Operator (SDO)

Nature of tasks

  • Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent
  • Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and priorization codes.
  • Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them
  • Escalating incidents or services requests that can not resolve/fulfil to other support agents in the same support group or to different support groups
  • Record and update information in knowledge database
  • Monitoring progress of incident resolution relative to the appropriate SLA
  • Keeping customers informed on incident status and progress
  • Managing the incident life-cycle, including closure and verification
  • Closing incidents and confirmation with the customer



  • General:
    • Basic-IT skilled
    • User oriented 
  • Analysis and technical skills:
    • Very good skills in all of the MS Office applications
    • ITIL V3 Foundation Certified (or the certification must be passed within 3 months after the start of the contract) 
  • Experience: Minimum of 1 year of relevant professional experience 
  • Language and communication skills:
    • Fluent in both English/French both written and oral
    • Part of the consultants needs to be fluent in German both written and oral as well
  • Very good communication skills

Description société

With more than 720 experimented collaborators, Sogeti Luxembourg is the most important IT services actor in Luxembourg.
We are able to deliver both private and public sectors and owns more than 120 active accounts in Luxembourg.
We offer our customers a wide range of IT services covering 4 disciplines (Application, Security, Infrastructure et Testing Services) in 7 on top domains (Business Intelligence, Enterprise Content Management, Application Development & Management, Cloud Computing, Desktop & Unified Communication, Mainframe et Testing).
As a real trustful partner for our customers, we are always listening to their needs and always offering them special sized solutions with a mutual goal to succeed and to perform.
The passion of our consultants for IT makes the difference through their competences and professionalism, and these qualities that are our force and pride.

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