IT Helpdesk Agent
il y a 4 semaines
From our helpdesk you provide first line support to end users either by phone or any other communication means. Manage the ticket and allocate the tasks to the Service Queue.
**Tasks**:
- Perform the triage activity based on our knowledge base in order to reach effectiveness in the allocation process to the IT Service Queue
- Meet or exceed key performance indicators set by Service Levels for addressing response to Incidents or Service requests
- Forward incidents / tasks to the appropriate support team if you cannot resolve the issue within pre-defined time intervals or following the work instruction provided
- Escalate potential issues or request for escalation to the Service Desk Escalation Manager
- Verify closure communication of Incident and Service Request as appropriate and after verification with the user / requester
- Organize work efficiently and effectively under the guidance from your manager
- Undertake training and development where necessary to maintain awareness of new and emerging technologies
- Maintain up to date knowledge of IT services available
**Vereisten**:
- ITILv4 Foundation certified-
- MS Office 365 suite and Windows 7/10 OS-
- Understanding of Web/Internet/Intranet/ VPN/Citrix technologie-
- Active Directory / User management (IT Security basic awareness)-
- File Management - MS SharePoint - OneDrive-
- Customer oriented attitude and results focus-
- Insight in Business organization and IT processes-
- Provide routine oral and written information clearly and concisely-
- Ability to deal with IT professional / VIP
**Voordelen**:
- Contract for an indefinite period supplemented with fringe benefits.
- In addition, you can choose a car from our extensive fleet
- But we give you the chance to build your career the way you want. We facilitate training, opportunities and personal development.
- Fun is an important factor for us and we provide fun events such as a ski trip, incentives,...
**Functiegegevens**:
Industrie
- IT Services
Salaris
- 300 EUR
Plaats
- Brussel
Provincie/staat
- Bruxelles-Capitale
Land
- Belgium
Postcode
- 1000
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