First Line Support

il y a 2 jours

Brussels, Belgique Cronos Europa Temps plein

**Main tasks**:

- 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 (Service Management Tool, SMT)
- 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.
- Follows standard service desk procedures & processes.
- 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.).

**Required qualifications**:

- Good spoken and written knowledge of English and French (min. B2).
- Excellent knowledge of all round IT (Office, Windows).
- 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.).
- At least 6months of work experience in a similar job (traineeships counting as experience).
- Experience with ticketing systems (HP Service Center or other Ticketing systems).
- Excellent customer service skills.
- 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.

**Desired qualifications**:

- Knowledge of/or experience in ITIL environment is a +.
- Knowledge of other EU languages is a plus.

**Working Conditions**:

- 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.

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