IT Service Desk Engineer 1st line

Katoen Natie is an international logistics service provider and port operator. Founded in 1854 and headquartered in Belgium, Katoen Natie is present in 36 countries on five continents and employs 15,000 worldwide. The company focuses on 10 main industries, including supply chain engineering, process engineering, petrochemicals, specialty chemicals, consumer goods and industry, port operations, general cargo and commodities, food and feed, silo cleaning, and art.

 

To assure continuity of our team in Moldova, we are looking for:

IT Service Desk Engineer 1st line

The whole ICT Operations Helpdesk team such as server infrastructure, telecommunications, software development are managed in-house. Therefore, we have various support groups that offer services & support to the end-user (internally).
The ICT Service Desk team is a competent team of 22 engineers supporting our users (1st and 2nd line) on everything related to ICT Operations. The team is located on 2 different locations: 10 employees are located in the Eurotower in Chisinau (Moldova) and 12 employees are located in the Aerodrome office in Skopje (Macedonia). Both teams have a local team leader.
 

Job Description:

  • The primary role of the IT Customer Service Agent is providing first level customer support towards professional users. It is important that you ensure that each potential and existing customer have a pleasant experience.
  • You will be the first point of contact for our end user by greeting them and answering questions in a pleasant and efficient manner. To a certain extend you will also be analyzing problems and come up with a solution for incidents and requests. In case the incident is too complex to handle, you will be responsible for collecting all relevant data and transfer it toward Level 2 IT Engineers to further investigation and solving customer’s problem.
  • Additionally, you will be dealing with complaints, does not matter how demanding the customers may be, you will need to treat them with calmness and respect. You will identify the issue as quickly as possible, offer an appropriate resolution that satisfies the customer and is in compliance with our company policy. When complaints are of a more serious nature, you will collect all relevant information and escalate further to the appropriate manager.

Requirements:

  • Fluent in both spoken and written English
  • Excellent written and verbal communication skills
  • Ability to demonstrate logical thinking process to troubleshoot. You have attention to detail.
  • Strong interpersonal, customer oriented and relationship management skills.
  • Willing to work in shifts 
  • Previous experience in customer service support is an asset

Offer:

  • A challenging job with a lot of variety and future in a fast growing dynamic company with a no-nonsense corporate culture
  • A competitive salary according to knowledge and experience

Contact:
If you see yourself as a person who could be a valuable part of our team, do not hesitate to apply!

Email your CV in English with subject “IT Service Desk Engineer 1st line” to Andrei.Cebotari@katoennatie.com  

Website: http://www.katoennatie.com/about-us/    

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