Helpdesk VIP Engineer - French/English - European Institution - Strasbourg

Serve as the single point of contact for VIP end-users by receiving calls and emails, then recording incidents and requests in the Service Management Tool. Make initial assessments and diagnoses to attempt resolution, or escalate unresolved issues to other support agents. Log all details with appropriate categorization codes, update the knowledge database, and monitor progress against SLAs while keeping customers informed. Manage the full incident lifecycle from closure to verification, ensuring final confirmation with the client. Fluency in French and English is mandatory, with a focus on long-term contractor commitment.