Problem Resolution Specialist

vor 4 Wochen

Roth an der Our, Deutschland Proximus Luxembourg Vollzeit
About Proximus Luxembourg

We are a leading ICT and telecoms company in Luxembourg, addressing both residential and business markets through our commercial brands Tango, Proximus NXT, and Codit.

Our team of experts shares a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect, and make our customers' personal and professional activities ever more secure.

Job Description

We are seeking a skilled Problem Resolution Specialist to join our team. As a key member of our IT department, you will be responsible for monitoring problems to ensure that Service Level Agreements are respected.

Your key responsibilities will include:

  • Managing analysis of the root cause of problems with the necessary information to control our ability to provide reporting internally or to customers.
  • Ensuring the closure control of all resolved Problem records.
  • Providing support and guidance to the Incident, Problem, and Change Process Coordinators.
  • Contributing to documenting known errors.
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process on a recurrent basis.
  • Monitoring process indicators to ensure that the Service Level Agreements are respected.
  • Representing the first stage of escalation for your process.
  • Identifying, initiating, scheduling, and conducting reviews.
  • Ensuring the operational continuity of the Process.
  • Performing timesheeting activities as requested.
  • Ensuring the backup function within the department for the associated activities.
  • Participating in duties as part of the operation.
  • Participating and conducting common activities in order to improve the activity within your team.
  • Providing experience feedback and support.

We are looking for a candidate with a Bachelor degree and at least 5 years of experience in IT processes. You should have a mastery of best practices in Service Management and related standards, good technical/ICT knowledge, and professional certifications for the activity (ITIL, etc.). Knowledge of ITSM tools (ServiceNow, etc.) is also required.

We offer a professional and stimulating work environment in the IT and telecom sector, multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise, an attractive salary package, and many other benefits.

We are an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

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