Support Desk Agent
il y a 2 semaines
- We are responsible for the European Medicines Verification System (EMVS), a European-wide system created to prevent falsified medicines from entering the legal supply chain.
- We ensure the implementation of a functioning, secure, interoperable, and cost-effective system across Europe, to ensure patient health and safety.
- Alongside our founding stakeholders, we work with the European Commission, 30 National Medicines Verification Organisations (NMVOs), and over 2000+ pharmaceutical companies are currently connected to our system.
- Acting as the Single Point of Contact for operational issues and incoming calls requiring escalation beyond the Service Desk team’s capacity
- Monitoring Service Desk dashboards to ensure timely incident resolution according to business priorities and suggesting improvements or escalating when necessary
- Assisting in the preparation and implementation of the transition to a new ITSM Tool
- Documenting, updating, and completing all knowledge articles in the appropriate Self-Service Portal
- Ensuring internal readiness and transferring knowledge for new processes, including writing Standard Operating Procedures (SOPs)
- Preparing and implementing agreements with stakeholders such as Terms of Collaboration, Security plan, SLA, Service desk requirements etc.
- Overseeing service continuity improvements activities
- Bachelor’s or master’s degree diploma in a related field is a plus
- Strong problem-solving abilities and attention to detail
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously
- Proficiency in Microsoft Office Suite and familiarity with customer service software
- Positive attitude and a willingness to learn
- Ability to easily build trust as well as good internal and external relationships
- Resilience to stress to effectively manage difficult situations
- Previous customer service experience is preferred but not required
- As our Support Desk you will join a stable, multicultural, highly motivated team of 13, working in an industry that is vital for today’s evolving society.
- EMVO will also offer you:
- 1 year contract with competitive salary and benefits package including meal vouchers, eco vouchers, group insurance, health insurance, public transport subscription.
- Full-Time job (40h/week), Monday to Friday, office hours
- A supportive and collaborative work environment
- Opportunity to work remotely
- Our office is based in the heart of Brussels and is easily accessible by public transport.
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