IT Service Desk Support

il y a 1 mois

Brussels, Belgique Serco Europe Temps plein

Job Introduction
Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations across Europe.

We are currently seeking an experienced and dynamic** IT Service Desk **to join our team

Main Responsibilities
As **IT Service Desk Support **you will be responsible for:

- Have a good understanding of the Service Desk environment (i.e. the Service Desk Tool and the Automated Call Distribution (ACD) system), Front Office Applications (as detailed in the DGA CIS Service Catalogue), as well as call handling aspects related to GSC specific services (e.g. confidentiality or criticality of services).
- Ability to use of the Service Desk tools in the accomplishments of their tasks.
- Use remote desktop technology to remotely diagnose and/or resolve incidents (SCCM).

**You shall handle different types of service requests, being**:

- User Incidents concerning all CIS related infrastructure
- User Requests concerning removals, changes or additions of software or hardware
- Inquiries about incident/request status
- Participate in outgoing campaigns related to the above service requests.
- Handle service requests introduced by: Phone, E-mail, Web
- In addition, Incidents can originate from the event management process, which can generate automated alerts_
- Incident resolution shall be achieved concerning the following types of incidents:

- General CIS questions (hard
- and software related)
- CIS Procedures (mainly requests related)
- Operating Systems
- All drivers and software to support configurations as mentioned by supported hardware
- Office Applications
- Basic functionality of specialised software (following training by SGC).
- Documented cases in the Knowledge Base, as far as no physical intervention is required.
- Shall understand the confidentiality of their function, and strictly adhere to the rules set out in Annex E: Security Measures. Agents shall be required to sign a confidentiality agreement.
- Co-operate with Second Line and Third Line Support, as well as with other sectors (requests, networking, system management, etc.). they should provide all necessary incident information on an escalated incident to avoid duplication of resources and customer nuisance.
- All close incidents should be documented in such a way that documentation is provided to allow a correct analysis of the type of incident and its resolution, as well as provide appropriate information leading to a problem resolution where applicable.
- Co-operate fully to each kind of customer satisfaction program
- Have proficiency - Understanding and Speaking - Level C.1 or above using the Common European Framework of Reference for Languages (CEF) - in at least two languages, being English and French. Additional levels or knowledge of these or other EU languages provides added value.
- Have a thorough knowledge of IT and Communication Systems environments, through specific education and through experience (at least two years).
- For MS-Word: MOS: Microsoft Office Word 2010 Expert
- For MS-Excel: MOS: Microsoft Office Excel 2010 Expert
- For MS-Outlook 2010: MOS: Microsoft Office Outlook 2010 Specialist
- PowerPoint 2010: MOS: Microsoft Office PowerPoint 2010 Specialist
- Have previous work experience in a customer support environment or in a field that requires strong interpersonal communications skills of at least two years.
- Have outstanding listening and comprehension skills, interpersonal communication skills, keyboard skills and ability to deal with all levels of professionals in an organisation.
- Have the ability to work in a multi-cultural environment.
- Required to use their skills and general knowledge to take responsibility of a customer request or incident, and respond by providing great customer care and using appropriate information, by training the customer and by remote analysis of the incident.
- Maintain a good understanding of products and relevant procedures in use at the GSC.
- Required occasionally to work outside standard working hours.
- Required to have a clean criminal record.
- Required to have a security clearance allowing access to classified information (up to SECRET EU level) and thus be prepared to undergo security screening

About The Company
Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe

**Why shoul

  • Service Desk Manager

    Il y a 3 mois

    Brussels, Belgique AbAKUS IT Solutions Temps plein

    **ABAKUS IT SOLUTIONS** is seeking a motivated and experienced Service Desk Manager to oversee the operations of our service desk. As the primary point of contact for IT support and services, you will play a key role in ensuring smooth service delivery for our clients. **Key Responsibilities**: - Team Management: Lead and manage the service desk teams,...

  • It service desk, technicus, it support

    il y a 4 semaines

    Brussels, Belgique Hydria Temps plein

    HYDRIA (+- 75 medewerkers op heden) is een autonome overheidsorganisatie die actief is in de milieusector. Zij staat in voor het verzamelen en zuiveren van het afvalwater evenals het bestrijden van overstromingen waardoor de levenskwaliteit van de inwoners van het Brussels Gewest verbetert. HYDRIA bereidt zich momenteel voor op de overname van een andere...

  • IT Support

    Il y a 6 mois

    Brussels, Belgique AbAKUS IT Solutions Temps plein

    **Your mission**: As an IT Support Specialist, you will take on a multifaceted role encompassing service desk agent, incident analyst, problem solver, and more. **Your tasks**: - Serve as a dedicated service desk agent, incident analyst, and problem solver. - Ensure swift incident analysis, prioritizing first and second-line customer interactions to...

  • IT Service Desk Agent

    Il y a 5 mois

    Brussels, Belgique Monument Re Temps plein

    **About the role**: Reporting to the IT Service & Operations Manager, the IT Service Desk Analyst for Monument Group is a key role in ensuring the ongoing delivery of IT Services across the Group **Responsibilities**: - Managing & resolving Service Requests and Incidents ensuring timely efficient delivery of quality IT service to the business; - Operate...

  • IT Process Analyst

    Il y a 6 mois

    Brussels, Belgique Pauwels Consulting Temps plein

    We want to strengthen our team of Process Analyst/Service Desk Lead/Change Manager for our partner based in Brussels. Are you that one-of-a-kind who never shies away from an exciting professional challenge? Then do read on! Because at Pauwels Consulting, we don't just mix and match our consultants and opportunities at random: we actively pursue professional...

  • Service Desk Technician

    Il y a 5 mois

    Brussels, Belgique Uni Systems Temps plein

    At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a **Service Desk Technician** to join our UniQue team in Brussels! **What will you be bringing to the team?** - Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not...

  • IT Service Desk

    il y a 3 semaines

    Brussels, Belgique NRB Temps plein

    Looking for a change? New challenges? Want to boost your career in a IT Service Desk role? Join our Local Managed Staffing team at NRB! The NRB Group, now a leader in Belgium's ICT sector, offers a wide range of IT services to meet all your IT needs, from Infrastructure & Cloud to Software Development, Consultancy & Managed Staffing. Find out more...

  • Service Desk Operator

    il y a 5 heures

    Brussels, Belgique Getronics Temps plein

    As a service desk operator, you’ll be the first point of contact for computer users who’ve got problems or need assistance. You may be working for an information technology company helping its customers, or as part of an internal service desk team supporting other employees. Either way, you’ll be helping users to continue working efficiently and...

  • IT Service Desk Agent

    Il y a 5 mois

    Brussels, Belgique Monument Re Temps plein

    **About the role**: Reporting to the IT Service & Operations Manager, the IT Service Desk Analyst for Monument Group is a key role in ensuring the ongoing delivery of IT Services across the Group **Responsibilities**: - Managing & resolving Service Requests and Incidents ensuring timely efficient delivery of quality IT service to the business; - Operate...

  • IT Support Specialist

    Il y a 5 mois

    Brussels, Belgique Capgemini Temps plein

    Nature of the tasks: - Service desk agent, incident agent and analyst, problem agent and analyst - Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate - First and second-line support: remote and on-site support - Recording & tracking incident information - Recording & tracking Problem...

  • Technician (Service Desk)

    Il y a 6 mois

    Brussels, Belgique Enterpryze Consulting Ltd. Temps plein

    **Technician (Service Desk) - **Working Location**:Brussels, Belgium** - **Security Clearance**: NATO Secret** - **Language**:High proficiency level in English language **EXPERIENCE AND EDUCATION: **Essential Qualifications/Experience: - Mandatory previous IT Service Desk experience (1st level support) - Mandatory previous experience in NATO environments,...

  • It Service Desk Officer

    il y a 2 jours

    Brussels, Belgique Smals Temps plein

    Als IT Service Desk Officer versterk je het team dat verantwoordelijk is voor de eerstelijnsondersteuning van ongeveer 1500 interne en externe gebruikers. Je taken en verantwoordelijkheden omvatten: - Aanvragen beheren voor IT-apparatuur, waaronder computers, printers en andere randapparatuur. - Toegang tot de verschillende toepassingen en IT-systemen...

  • Service Desk Operator

    Il y a 5 mois

    Brussels, Belgique ULTYMA Temps plein

    ? Réception d'appels et de courriels, liaison de première ligne avec les clients : agent du service desk, agent chargé des incidents et des demandes. d'incidents et de demandes ? Enregistrement des incidents et des demandes dans l'outil de gestion des services. Enregistrement de tous les les détails pertinents des incidents/demandes de service en...

  • Help Desk Support Specialist

    il y a 5 heures

    Brussels, Belgique Getronics Temps plein

    As a service desk operator, you’ll be the first point of contact for computer users who’ve got problems or need assistance. You may be working for an information technology company helping its customers, or as part of an internal service desk team supporting other employees. Either way, you’ll be helping users to continue working efficiently and...

  • Team Leader Service Desk NL/FR

    il y a 2 semaines

    Brussels, Belgique IStorms Temps plein

    Taken en verantwoordelijkhedenMy client, a company in fully expansion is looking to hire a skilled IT Sevice Desk Team Leader to assist their clients with all IT related technical support issues.Coordinate the IT Support Engineer team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture...

  • Service Desk Operator Fr/nl

    Il y a 5 mois

    Brussels, Belgique NRB Temps plein

    Vous souhaitez booster votre carrière vers une fonction de** Service Desk Operator **? Rejoignez notre équipe** Modern Workspace Solutions & Services** au sein de **NRB** ! Le **groupe NRB** est aujourd’hui l'un des leaders du secteur IT en Belgique et nous proposons des services informatiques qui répondent à l’ensemble des besoins en IT :...

  • Service Desk Operator

    il y a 4 semaines

    Brussels, Belgique CTG Temps plein

    **IT SERVICE MANAGEMENT** **BRUSSELS**: **Andrada Mocian** **Recruitment Manager** **JOIN OUR MULTICULTURAL SERVICE DESK TEAM AND MAKE A DIFFERENCE !**: **Are you passionate about IT support ? Do you thrive in a multicultural environment ? CTG IT Solutions, a leading IT Services Company dedicated to European Institutions, is currently seeking a talented...

  • IT Front Desk Coordinator

    il y a 2 semaines

    Brussels, Belgique EUROCONTROL - Supporting European Aviation Temps plein

    **Function title**: IT Front Desk Coordinator - **Reference**: NOC-NM-2024-AST/859 - **Location**: Brussels - **Nature of competition**: Internal and external competition - **Applicable regulations**: Staff regulations governing officials of the EUROCONTROL Agency - **Type of post**: Assistant - **Job level**: AST7-AST9 - **Generic job title**: Advanced...

  • Service Desk Agent

    Il y a 6 mois

    Brussels, Belgique Doesburg.biz Temps plein

    Service Desk Agent Vacancy in Brussels Join our dynamic team in Brussels, Belgium as a Service Desk Agent. Dive into a role where you'll collaborate closely with top-tier IT teams, providing vital guidance and support regarding bespoke information systems and advanced ICT tools. **Key Responsibilities**: - Offer user guidance and support for in-house...

  • Service Desk Specialist

    Il y a 2 mois

    Brussels, Belgique Uni Systems Temps plein

    At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Desk Specialist to join our UniQue team. What will you be doing in this role? - Create, curate, and maintain the service desk knowledge base(s) and knowledge artefacts, including coordination thereof, with a view to a...