Service Desk Operator

Location: Strasbourg, France

Company

hirify.global delivers responsible digitalisation and innovative technology solutions for EU institutions, public organisations, and private organisations, with over 8,900 professionals across Europe.

What you will do

• Handle calls and emails as the first-line customer liaison for incidents and service requests.
• Record incidents and requests in the service management tool, including relevant details, categorisation, and prioritisation.
• Perform initial assessment, diagnosis, and resolution of incidents and service requests.
• Follow documented procedures and escalate unresolved incidents or requests to the appropriate support group.
• Update the knowledge database and monitor incident progress against SLAs while keeping customers informed.
• Manage the incident lifecycle through closure and verification.

Requirements

• Bachelor’s or Master’s degree in Computer Science, IT, or a relevant field.
• At least 1 year of experience in a similar IT Service Desk or User Support role.
• Very good skills in all Microsoft Office applications and working experience with ticketing tools.
• Excellent communication and interpersonal skills, including the ability to explain complex issues simply and handle user complaints professionally.
• Strong analytical and troubleshooting skills, with the ability to work under pressure, manage priorities, and meet tight deadlines.
• Excellent spoken and written English and French.
• ITIL certification.

Culture & Benefits

• Work alongside experienced professionals on challenging, large-scale projects impacting millions of citizens.
• Diverse and inclusive workplace with equal opportunities and a focus on human rights.

Hiring process

• Upload a CV in English via the Apply button.
• Applications are treated as strictly confidential.