IT Helpdesk

il y a 3 semaines

Brussels, Belgique Allo Intérim Temps plein

IT Help Desk Support

Nature of tasks
- Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and priorization codes.
- Making an initial assessment and diagnose of incidents and service requests and attempting to resolve them. Make use of the knowledge database
- Follow the documented procedures
- Escalating incidents or services requests that cannot resolve/fulfil to other support. agents in the same support group or to different support groups
- **Record and update information in knowledge database**:

- Monitoring progress of incident resolution relative to the appropriate SLA
- **Keeping customers informed on incident status and progress.**:

- Managing the incident life cycle, including closure and verification
- **Closing incidents and confirmation with the customer**:

- SDO may be asked to fulfil ITSS tasks and vice-versa when working for MEP ITSupport.
- Good IT knowledge
- Experience using ticketing tools
- User oriented

**Analysis and technical skills**
- Good command of Applications as MS Visio
- additional task: "polishing of 50x23 PDFs (line breaks, etc)
- ITIL V4 Foundation Certified, or certification must be passed within 3 months after the start of the contract).

**Experience**:Minimum of 1 year of relevant professional experience Language and communication skills
- Fluent in both English/French both written and oral
- Part of the consultants needs to be fluent in German both written and oral as well.
- Knowledge of additional EU official languages may be considered an asset.

**Job Types**: Full-time, Permanent contract, Temporary contract

**Benefits**:

- Eco vouchers
- Food allowance
- Hospitalization insurance
- Work from home

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- 13th month salary
- Vacation money

**Education**:

- High school or equivalent (preferred)

**Experience**:

- IT support: 1 year (required)
- Active Directory: 1 year (required)
- ticketing system: 1 year (required)
- Customer Support: 1 year (required)
- Microsoft Office: 1 year (required)

**Language**:

- French (required)
- English (required)
- other EU languages (preferred)

License/Certification:

- ITIL Foundation (preferred)

Work Location: In person

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