Freelancer - service desk

In Norconsulting we are currently looking for a Service Desk to join us in a freelancer opportunity for a major International organization.


Duration: Long term

Location: Agen

Rate: 190 Euros per day


The role: To provide our customers with quality service, focusing on consistent and efficient support through: Communication, Continuous improvement of processes and tools & Customer engagement.

What you will do:

Service desk will support the below mentioned activities:

* Applications supported L1 or in catch and dispatch,
* On boarding / Off boarding of user from customer systems,
* MS exchange / 0365 L1 issues,
* EUS L1 troubleshooting, Software installations, logging Service Requests and Incidents on user request, providing updates on chase calls,
* Identifying and categorising P1/P2 tickets
* Participating in application on boarding process,
* User access management activities on applications in scope can be performed by L1 support.

· Provide support using following contact mediums – Phone, Email.

· Chat and Self-Service go live post approval from customer.

· Enable telephony system for users to be able to call Service Desk.

· Handle Incidents: Resolve all L1 incidents or triage (catch and dispatch) L2 or other cases to right resolver group.

· Service Request management

· Provide first call resolution on resolvable cases.

· Customer satisfaction management.

· Identify top call category to propose actions such as training, improvement or automation.

· Manage SLA& KPI.

· The technical environment is ServiceNow– ITSM and LogMeIn support tool (Remote desktop management tool …).

· Standard operating procedure documentation and maintenance (with respect to service management team recommendations).


Who are we looking for:

* Bachelor’s degree from Computer Science, Information Systems, or related field, required.
* Minimum 3 years of IT industry experience with a concentration on IT service desk management including incident and requests.
* French speaking AND English speaking are BOTH MANDATORY.
* Strong verbal and written communication skills.