iOS Mobile Device Support, Bilingual French Speaking

iOS Mobile Device Support, Bilingual French Speaking

Work Location: Luxembourg

Business unit: European Investment Bank (EIB)

· There’s no age limit
· 1 to 6 years experience 
· Residence from France and  Belgium to work in Luxembourg are priority
· Other EU applicants who are willing to relocate are also welcome

The Service Desk Agent provides support for basic incident resolution and service request fulfillment.

Agents are responsible for the end-to-end customer experience and provide a single point-of-contact for the customer. Responsibilities include initial incident/request assessment, troubleshooting, and resolution of incidents and service requests.

Agents must have a comprehensive understanding of the technologies involved and support experience in common desktop software on a Windows environment and corresponding hardware.

Staff shall also be versed in automated software distribution as well as telephony, video conference and mobile devices such as iPhone, iPad, Microsoft Surface Pro.

Service Desk Agents must log all incidents and requests and engage other end user services re-sources to resolve incidents that are beyond the scope of their ability or responsibility.

Service Desk Agents uses the appropriate priority and categorization for logging incidents and service requests to ensure timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

Agents may be requested to provide after business hours and on-call support as needed.

Agents shall document resolution of incidents and update documentation and/or knowledge bases accordingly.

Agents shall strive to develop general knowledge of the current EIB business and business practices, increasing their ability to quickly resolve incidents and requests on first contact.

The Service Desk Agent will be assigned to work in different profiles depending on the service needs.

Role:

This role is responsible for managing the resolution of incidents and handling service requests for mobile devices; making sure customer satisfaction targets are met. The Mobile phone support agent also needs to be the interface with external vendors & partners involved in the delivery of mobile phone services and products. The non-exhaustive list of job responsibilities as well as technical and specific skills / experience is shown below.

Job responsibilities:

· Provide support for the EIB mobile and tablet devices, such as iPhone and iPads;
· Manage orders and repairs of mobile/tablet devices;
· Device assignment to the staff;
· Request line activation to the provider;
· Billing management: control, statistics and distribution to the coordinators;
· Enrollment to Mobile Device Management system;
· Support testing of new iOS versions and follow-up patching policies
· Mobile devices incident diagnosis, prioritization, resolution and escalation of unresolved cases to support/technical team in the Bank and to external provider;
· Keep the CMDB up-to-date;
· Log all incidents, service requests and follow-up actions in the appropriate tools;
· Keep customers informed on incident status and progress;
· Identify and escalate major incidents to management;
· Draft and maintain documentation, How To’s and knowledge base articles for mobile phone related topics.

Technical  and Specific Skills / Experience

· Knowledge of Apple IPhone and their ecosystem;
· Knowledge of MDM tools;
· Knowledge of mobile operating systems.

Salary: €32K- €36K per year depending on the experience

Relocation Package: 1000-1500€

How to Apply: 

Please send comprehensive updated CV/resume standard format (designation, working period, company name, company address, company line of business and job description) to email address careers@ highofferjobs. com

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