Job Opening:

IT Help Desk Agent- First Line Support

Website OneSource Consulting

Title: Help Desk Agent- First Line Support
Location: Brussels
Languages: French, Dutch, English.

Job description

From the client Helpdesk, provide first line support to the client end users either by phone or any other communication means. Manage the ticket and allocate the tasks to the Service Queue.

What you’ll do
Log every Incident or Service request with correct detailed information in the ITSM tool (RemedyForce) when it is reported directly to you by phone or by e-mail
Perform the triage activity based on our knowledge base in order to reach effectiveness in the allocation process to the IT Service Queue
Meet or exceed key performance indicators set by Service Levels for addressing response to Incidents or Service requests
Forward incidents / tasks to the appropriate support team if you cannot resolve the issue within pre-defined time intervals or following the work instruction provided
Escalate potential issues or request for escalation to the Service Desk Escalation Manager
Verify closure communication of Incident and Service Request as appropriate and after verification with the user / requester
Assist as a Help Desk member in the improvements and maintenance of the service desk application, to keep up to date with knowledge about the use of defined tools, templates and standards.
Organize work efficiently and effectively under the guidance from your manager
Organize work efficiently and effectively under the guidance from your manager
Maintain up to date knowledge of IT services available

Technical skills :

ITILv3 Foundation certified
MS Office 365 suite and Windows 7/10 OS
Understanding of Web/Internet/Intranet/ VPN/Citrix technologies
Active Directory / User management (IT Security basic awareness)
File Management – MS SharePoint – OneDrive
Use of a IT Service Management tool is an asset

Business Skills :
Customer oriented attitude and results focus
Insight in Business organization and IT processes
Provide routine oral and written information clearly and concisely
Ability to deal with IT professional / VIP
People :
Excellent relationship skills, polite
Being empathic

Communication skills
Stress resistant

Experience :
College degree, specialized training, or equivalent work experience
French Native speaking, Dutch Fluent/Moderate, English Fluent
Ability to work independently
Typically requires 18 months of relevant work experience – Help Desk
implementation experience a plus

Practicalities :
The person needs to be as well flexible with regards to the working from different sites.

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