IT Call Center Operator M/w/x

il y a 5 jours

Elsene, Belgique TWENTY8 Temps plein

**Company description**Twenty8 is an independent firm providing IT services to international organisations.

We work with our clients to please their customers, develop their business, and implement digital transitions.

Our strengths combine a deep understanding of our customers' business, a strong knowledge of key policies and outstanding expertise of digital solutions.

We understand the complexity of international organisations, and the requirement of working in a multi-cultural and multi-lingual environment with complex decision-making processes and regulated working methods and procedures.

As an advanced technology company, we provide a range of specific solutions and services with high added value:

- **Technology support services **:In collaboration with our partners, we support the entire IT environment, including clouds, data centres and on-premises IT infrastructure.
- **Consulting **:Our consulting services focus on addressing clients' technology needs, optimising their hiring and reskilling needs. We follow and guide consultants along their professional career path focusing on commitment and long-term missions.

**Description of the function**Context
- Supporting the officials of the **European Commission **(in **French and English**:

- by phone, mail or via other interactive platforms - for example : chat tools - etc (1st-line customer liaison) on the usage of their workplace environment ( **MS Windows + O365 **).

Main tasks
- Diagnose and resolve technical hardware & software issues
- Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement (SLA) 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.).

**Profile description**Required qualifications
- **EU citizenship**:

- 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.).
- Experience with ticketing systems (HP Service Center or other Ticketing systems) is a plus
- 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 plus.
- 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.

**Benefits of the position**Possibility to evolve quickly.

**Additional information**Workplace ,

Contract type : CDI

Other information :

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