Service Desk Agent
il y a 3 jours
**Job ID: HNMJD2081**:
**Role**:
**Service Desk Agent**
**Locations**:
**Brussels, Belgium**
- Role and responsibilities:
DESCRIPTION OF THE TASKS
- Following tasks will be performed by external service provider:
- User guidance and support regarding the use of information systems / ICT tools
- Follow-up of incidents related to information systems and organisation of the reporting.
- Follow-up of user requests.
- Follow-up of bug reports.
- Document knowledge, known issues and transfer this knowledge to colleagues.
- Maintain customer contact from initial call through to satisfactory closure.
- Categorize and prioritize incoming tickets correctly and escalate where needed.
- Study and complete new trainings and knowledge checks for the new IS coming into operations/service mode.
- Floow standard operating procedures and maintain up to date knowledge of the new processes.
- Escalation of the issues to the appropriate channel as they arise.
- 3. LEVEL OF EDUCATION
- As stated in the Article 2.6.3.1. of DIGIT-TM II Service requirements, a minimum educational qualification for lot 1 is: Level of education corresponding to Level 6 of the European Qualification Framework which typically corresponds to a bachelor degree of 3 years.
- 4. KNOWLEDGE AND SKILLS
- Following skills and knowledge are required for the performance of the above listed tasks:
- Proven knowledge in end user assistance and support and technologies of information systems.
- Good knowledge of ITIL
- Knowledge of wiki, collaborative sites and social networks.
- Knowledge of the office automation tools used in the contracting authority (MS-Office).
- Good IT skills.
- Excellent communication / writing skills.
- Capability of integration in an international/multi
- cultural environment, rapid self-starting capability and experience in working in team.
- Ability to participate in multi-lingual meetings.
- 5. SPECIFIC EXPERTISE
- Following specific expertise is mandatory for the performance of tasks:
- at least 7 years of specific expertise with team collaboration software (like MS Sharepoint, Atlassian Confluence, or other similar tools) - min. competence level 5
- at least 7 years of specific expertise with JIRA or similar tool issue tracker - min. competence level 4
- at least 7 years of specific IT Service management tools or platforms (like Microfocus SMT, ServiceNow, BMC Remedy or similar) - min. competence level 4
- at least 7 years of specific expertise with the Incident and Problem management - min. competence level 5
- 6. CERTIFICATIONS & STANDARDS:
- Following certificates & standards are an asset for the performance of tasks:
- Any ITIL certification would be considered as an asset (not mandatory).
- Urgent Openings
- Contract/Freelance
- Contract to Hire
- Direct Hire
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