Brussel, Belgium
Bruxelles
We are looking for several IT Heldesk Agents
Location: Brussels/Evere – Teleworking could be possible 1 day/week
Work regime: 100%
Description :
Our customer has decided to extend the IT and Stores service desk activities as part of the strategic decision to have a business oriented Service Desk. The aim is to maximise first call resolution for our customers by providing effective, timely solutions and adequately capable and trained Service Desk staff.
Main purposes:
- 2 nd level Service desk agent is responsible for solving the technical problem in a timely manner and/or for providing a suitable workaround of the problem.
- He/she is the owner of the problem and of the solution:
- Links the fault to the cause and takes concrete actions and appointments.
- Determines the problem solving actions to be taken and takes care of its execution him/herself or escalates to the 3rf level specialists
- Works together with colleagues within client and with external parties/service providers to arrive at a quick solution.
- Provides timely, understandable and informative feedback to the 1 st level agents and in some cases to the customer direct.
Expertise :
- Minimum high school diploma; preferably additional courses/courses in the field of information technology.
- 3 years of experience as a 1 st level service desk agent or equivalent by experience
- Analytically strong & solution-oriented
- Demonstrable affinity or experience with ICT
- Knowledge of and/or interest in client's business
- Technical affinity, but knows how to make the translation for the customer with your communication skills
- Stress resistant and can flexibly anticipate peak times
Languages :
- Dutch or French mother tongue
- Good spoken and written knowledge of the second national language is required
- Basic knowledge of English is required