Service Desk Agent - Medior

Description

Team Customer Support within the company is currently looking for a Medior Service Desk Agent to work full time in shifts until the end of this year on remote - business continuity should be guaranteed by this person in advance to assure well delivery & customer support!

Shifts are:
arrival between 7h - 8h30 (shift change is foreseen every 30 min, punctuality is a must)
departure between 15h30 - 17h00
 

Responsibilities

Primary Tasks and responsibilities

  • 1st line support by phone and ticketing service using the internal tool for remote desktop management & compatible tasks.
  • Timely solution to issues problems and/or requests from the end users. Dispatch, release the irrelevant alarms using the tool or by phone in case of overload.
  • Risk analysis and Escalation of ongoing issues in collaboration with Service Desk Expert/Lead/Manager to the 2nd line support or relevant. Documenting the actions taken and lessons learned.
  • Assistance on quality assurance & follow-up with the internal customers in case of major incidents in collaboration with Service Desk Team manager. Proving all the necessary documentation and communication making sure the risks remain limited/problem is solved.

Secondary Tasks and responsibilities

  • Reporting & documentation by sourcing the internal FAQ and quick reference guide.
  • Back-up & assistance: Assisting the Team Coordinator/Service Desk Manager/Expert in case of work overload helping coach and guide junior team members.
  • Ongoing learning & development: take knowledge of all recent infrastructural changes and modification that could impact the internal customer’s experience. Share his/her expertise internally to ameliorate the tool/service delivery of the department.

Skills

Non-Technical profile requirements

  • Accepts personal responsibility for client satisfaction
  • Client oriented
  • Strong team spirit
  • Strong communication skills (verbal, written)
  • Strong reporting & organizational skills
  • Strong problem-solving skills
  • Must be able to work on multiple simultaneous tasks with limited supervision
  • Stress resistant & very punctual
  • Quick learner, motivated self-starter
  • Able to follow change management procedures and internal guidelines

Technical profile requirements

  • Good knowledge of PC
  • Very good knowledge of Windows 8 & 10
  • Very good knowledge of VCM
  • Excellent verbal communication skills in FR and NL
  • Very good knowledge of Dameware
  • Very good knowledge of Active Advisory, Exchange, Print Management, Ticketing, Stock Management
  • Good knowledge of Networking & Patching

Methodology/Certification requirements

  • High school. Advanced course work in technical systems plus continued education in technical disciplines is preferred.

Language proficiencies

  • NL+FR - bi-lingual requirement is a must.
  • Any other language is a plus

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ID
BRCO22411

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