Service Desk Agent
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Do you want to start a new professional challenge? Check out our new opportunity We are looking to incorporate a Service Desk Agent - Level 2 to our team.
About Us
We are an IT Consultant Group that provides services and creates digital solutions to improve the lives of citizens across Europe. Check out our website: www.altia.es/en
Our project and team
This is your opportunity to start working on international projects with a highly qualified team and applying the latest technologies. You will join our European team, specifically the one involved in several projects for a significant European Agency.
What do we offer?
- Far-site service provision for Brussels, with regular on-site presence of up to 5 days per quarter.
- Participation in an international project.
- Flexible working hours.
- Stable, long-term project.
- Professional development plan.
- Continuous training.
Key responsibilities
- Advanced user guidance and support regarding the use of information systems and ICT tools.
- Follow-up, analysis, recording and tracking of incidents, problems and changes in production environments.
- Resolution of user service requests through ticketing systems, providing timely updates and ensuring resolution in line with agreed service level agreements (SLAs).
- Logging, categorising and escalating software defects to the appropriate teams.
- Monitoring business workflow applications and identifying application defects through detailed inspection of database and application server log files.
- Documenting knowledge and known issues, and transferring this knowledge to colleagues.
Required Experience
- Proven deep knowledge in end-user assistance and support of information systems.
- Good knowledge of ITIL 4 practices: Incident Management, Request Fulfilment, Knowledge Management and Problem Management.
- Experience using ITSM tools, such as ServiceNow or Jira Service Management, and remote support solutions.
- Knowledge of support tools or techniques and documentation writing in the context of end-user support for business workflow applications.
- Good knowledge of business processes and how they are reflected and implemented in workflow applications.
- Good knowledge of financial circuits in the private and/or public sector.
- Good understanding of requirements analysis and application for web applications and web services.
- Good level of expertise and long-term experience with Oracle RDBMS/SQL and SOAP-UI; Activiti BPM is an asset.
- Knowledge of wikis, collaborative sites, social networks and office automation tools.
Education
- University degree corresponding to Level 7 of the European Qualifications Framework.
- Minimum B2 level of English.
This job offer has been drafted in accordance with the principles of impartiality and non-discrimination based on gender, race, ideology, or any other reason. In particular, it complies with current regulations regarding gender equality between women and men (Royal Decree-Law 6/2019).
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