Help Desk Technician

Il y a 3 jours

Brussel, Brussel-Hoofdstad, Belgique Brayton Global Temps plein 30 000 € - 42 000 € Contrat

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Respond to requests for assistance received from end users by phone, mail or via other interactive platforms – for example: chat tools - etc (Fist-line customer liaison).
Diagnose and resolve technical hardware and software issues
Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.
Record and track all the interactions in the ticketing system (ServiceNow)
Monitor progress of incident resolution relative to the appropriate SLA.
Managing the incident life-cycle, including closure and verification.
Follow up with end users to ensure complete resolution of issues.
Participate in reconfiguration and installation of PC environment.
Follow up with customers and users to ensure complete resolution of issues.
Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.
Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
Review and keep documentation up to date (SharePoint, Knowledge base, etc.).

Good spoken and written knowledge of English and French (min. B2).
Excellent knowledge of all round IT (Office, Windows …).
Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
Good expertise on informatics environment (Microsoft OS; internet browsing, Linux an MAC OSX).
Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)).
Experience with ticketing systems (ServiceNow or other Ticketing systems).
Excellent written and oral communications skills.
Good analytical and problem solving skills.
Solutions oriented mind.
Team player with strong communication skills.
Able to quickly assimilate procedures.
Able to work well under pressure.
Comfortable in international and multicultural working environment.
Punctual, meticulous and reliable.

Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.