First line technical support

First line technical support & Service Desk Medior (JP056675)

At FSMA, on the IT side, we currently have 3 levels of persons/teams working on troubleshooting issues:

• First line: Consists of 2 profiles
  Service Desk (incident handling/troubleshooting workstations & phones) & PC Desk (preparing IT material)
  Office Assistance (assist with MS Office package questions, training and documentation)
• Second line: internal persons (generalists) that can solve issues or dispatch them to third line
• Third line: 2 types
  For internally developed applications, internal developers investigate further the issues
  For applications managed by them or infrastructure, an external IT service provider handles the tickets

An ITIL operations way of working is in place.

The candidate will:

• Participate as a member in the first line team on the Service Desk technical troubleshooting level. Some general tasks more in the corner of PC Desk/Office Assistance are well documented and should also be handled by the candidate.
• Do Service desk day-to-day tasks and ticket handling as a normal member of the team, with good followup of incident tickets
• Improve the knowledge base and draw up very practical checklists (e.g. mail templates) and troubleshooting steps
  based on lessons learned of previous issues
  based on information from second and third line specialists
• Interact with second and third line persons to improve the procedures and documentation

Specific skills

• Proven professional experience in a Service Desk team (>= 5 years) is mandatory
• Windows workstation troubleshooting and configuration
• Mobile phones & Teams phones troubleshooting and configuration is a plus
• An IT background (and education) is mandatory
• Other professional experiences in another IT function is a plus
• Practical knowledge of
  Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint)
  Atlassian Jira (or similar)
  Atlassian Confluence (or similar)
• Experience in Standard Operational Procedure (SOP) and documentation drafting (in English)
• Certification in ITIL is a plus
• Team player
• Good communicator, there is a lot of direct contact with end users (physical, phone and e-mail)
• Eager to learn, proactive
• IT allrounder, can investigate problems independently
• Very-well organized and structured
• Punctual in administration
• Bilingual NL/FR and good level of EN (writing)

What we offer

• Training on the job
• Possibility to work with a myriad of different infrastructure and technologies
• Room for initiative
• 20 % telework after an initial training period