- Have excellent verbal and written communication skills
- Have fluent written / spoken English and French or German or Italian or Spanish
- Have solid teamwork and communication / information sharing skills
- Have previous experience in working directly with the customers
- Providing 1st line support for employees
- Accepting and logs authorized calls by phone, web, mail, or other authorized means
- Categorizing and prioritaze all incidents and service requests arriving on the Global Service Desk queue, either resolving them directly or re-assigning them to other support teams as required
- Updating existing incidents and requests records active in the incident management system
- Understanding service levels and executes tasks accordingly
- Providing internal and external communication of incident/request status, engaging next level support when required
- Coordinating incident resolution and service request completion with various workgroups
- Ensuring phone coverage in shift patterns
- Providing all internal clients with a dedicated, positive and efficient service at all times.
- Adherencing to process and procedures to maintain quality and professionalism
- Cooperating with partners located over the whole globe