IT Service Desk Agent

Mission

As a Service Desk Agent he/she will be responsible handling first line calls and following up on second line calls.

At Brussels Airlines the Service Desk Operates in shifts; an early shift starting at 7:00, a regular shift at 8:30 and a late shift at 9:30. In addition to this there is a standby shift between 18:00 and 7:00 dealing with high priority incidents only.

This role reports to the Service Desk Manager

Key Result Areas

Key Result Area 1 (Incidents)

• Scope the incident; establish the impact for operations, user, department or company. Attempt to describe/reproduce the problem
• Document the incident so that it can be understood by second line and third parties
• Attempt to resolve the incident based on documented cases, within the scope of first line and where resolution is possible with a reasonable timeframe (e.g. 15 minutes)
• Where resolution is not possible in first line assign the incident to the appropriate party
• Proactively review pending incidents and try to unblock where possible – either through chasing users/suppliers or by escalating the incident
• Escalate issues when suppliers breach the SLA
• Communicate back to the user on status
• In case of high priority events ensure frequent communication amongst all stakeholders for the incident
• Report frequent issues (problems) so the issues can be addressed at the source by the responsible parties

Key Result Area 1 (Service Requests)

• Translate the user requests into actionable items for subcontractors (Service Requests)
• Communicate back to the user on status
• Report frequent issues (problems) so the issues can be addressed at the source by the responsible parties

Key Result Area 3 (Change Management)

• Review the Change Advisory Board meeting minutes to prepare for potential impact reported through Service Desk
• Update the change calendar to include maintenance notifications from suppliers
• Communicate towards end user community on changes impacting them

Key Result Area 4 (Asset Management)

• Keep track of all hardware going out and coming in
• Ensure end users sign relevant policies where needed (compliance)

Key Result Area 5 (Documentation)

• Keep existing documentation up to date based on newly discovered issues (Knowledge base)
• Keep the contact details and escalation matrix for the various parties up to date
• Review new policies and procedures and implement them in your work
• Review documentation delivered by project teams in context of service introduction and raise potential problems from a support perspective.

Profile

• Bachelor Degree in IT or equivalent through experience
• Hands-on technical background in IT. Ideally in similar function
• Experience with working in a team and with out of hours support
• Has worked in heavily outsourced environments
• Airline Experience is a valuable asset
• You are familiar with:

• Windows Operating Systems
• Applications (MS Office suite, Browsers, Skype, SAP, VPN…)
• Microsoft stack of services (Active Directory, Exchange, Intune, ADFS, Skype, SharePoint…)
• Networking
• VDI/Virtualization
• Mobile
• You have practical knowledge of ITIL
• You have experience with outsourced environments and working with third parties
• You have good analytical skills, eager to learn
• You have strong communication skills (both spoken and written)
• You can communicate in English, French and Dutch
• You follow existing procedures and proactively contribute to improving these
• You are a pro-active, flexible team player with high customer awareness skills
• You are able to perform under pressure
• You value good documentation and proactively contribute towards reaching this goal
• You are security “aware”.