Service Desk Agent

Job description Service Desk Agent

Related job descriptions: Cloud Architect, Cloud Engineer, DevOps, Information Security Engineer, Network Administrator, Network Engineer, Packager / Scripter, Service Desk Coordinator, Service Manager, System Engineer

  • You might know this job as Help Desk Agent, Service Desk Analyst, Customer Support Agent

What is the job description of a Service Desk Agent?

A Service Desk Agent provides customer support to end users of IT services provided by the company. As a Service Desk Agent, you’ll troubleshoot customers’ issues, carry out network repairs and collaborate with other technical profiles to help solve customers’ problems. Help Desk Agents report to Help Desk Coordinators

What skills does a Service Desk Agent need?

Service Desk Agents need a wide array of technical and soft skills to cater to all aspects of the job.

Technical skills

  • Working knowledge of programming and coding in the most common programming and coding languages
  • Expert knowledge of the solutions offered by the organisation to the end user
  • Strong communications skills to communicate complex technical information toward non-technical audiences

Soft skills

  • Ability to work autonomously as well as to collaborate in team
  • People skills necessary to support non-technical profiles in the problem-solving process
  • Patient and constructive communication skills
  • Multilingual language skills, native in Dutch or French and fluent in English

Degrees & certificates

  • BA/MA degree in Computer Science, Web development, Software Engineering or equivalent through experience
  • BA/MA degree in HR, Management or equivalent through experience
  • Relevant IT certifications

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