Desktop Support Specialist

Job Description

Desktop Support Specialist - Brussels
- This role will require occasional travel to our Paris & Amsterdam offices._

About us:
Fragomen is the world’s leading exclusive provider of immigration services. With more than 50 offices worldwide, we provide immigration services in more than 170 countries. For over 60 years, we have provided strategic immigration advice to a diverse range of clients from individuals to the world’s leading multinational corporations. With over 4,500 employees in more than 50 offices, you will be joining a truly global firm where providing exceptional client service is at the core of what we do.

Fragomen’s professionals are respected thought leaders in the immigration field providing expertise to governments across the world including the US Congress, the UK Parliament, the European Union and the United Nations.

A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges and you will work with dedicated, friendly and ambitious people. We are extremely proud of our diverse workforce at Fragomen and we are fully committed to providing equal opportunities. We believe that our differences make us stronger.

About the role:
The Desktop Support role is to provide a high level of local IT support within the office.

Working in a team environment, our IT professionals learn from the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.
- Other key responsibilities will include:_
- Act as an escalation point and initial contact for customer support requests pertaining to the firm’s hardware
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
- Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
- Queue monitoring to identify possible issue trends based on submitted tickets
- Effectively diagnose and research escalated tickets to determine appropriate action
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
- Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
- Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
- Assist with mobile device set-up, review, maintenance and troubleshooting
- Deliver coaching to peers when necessary
- Ability to support video, audio and web conferencing through PC and VC units.

About you:

- Also desired:_
- Demonstrate evidence of working on a busy Service Desk using service desk software or a service management tool.
- Experience or understanding of how to perform installations, moves, software and hardware adds and changes to IT equipment such as laptops and mobile phones.
- Understanding of VPN client
- Understanding of how to support Windows Operating Systems
- Understanding of software support around Office 16 / 365, Acrobat X, IE 11, Chrome and other browsers.
- Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments
- Methodical approach to problem determination
- Ability to communicate confidently with people at all levels in the Firm, providing excellent customer support
- Ability to remain calm under pressure
- Ability and desire to learn new systems and processes
- Able to work as part of a team as well as independently
- Understanding of and enthusiasm for PC technology and exposure other areas of IT Support such as but not limited to Networking, Messaging and Cybersecurity.

Fragomen in Brussels:
The Brussels office was the first international office opened outside the US. Our team in Brussels has now more than 60 employees from 13 different nationalities. The Netherlands practice sits in Brussels, but has a strong presence in the Netherlands, with close government relations and a rapidly growing client portfolio.

In +20 years of activity in the BeNeLux region, we have succeeded to gain the trust of more than 500 corporate and private clients and developed strong government relations with EU and national authorities.

Today, Fragomen Brussels sits in the Expert Group of Economic Migration of the European Commission and leads Fragomen’s EU Integrated Compliance and Advisory Services.
- Everyone at Fragomen is encouraged to participate in office wide initiatives such as Pro-Bono work and contribute to our Res