Service Desk Specialist
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• Language Requirement: English / French / Flemish
• Service Desk engineer will need to work from customer premise. This role requires the associate to be available in office Skill Description: 1. Core Support Activities
• Handling incoming calls
• Processing and resolving service desk tickets (incidents and requests)
• User communication, follow-up 2. E-mail & Administrative Requests
• Monitoring and replying to e-mails on IT-service-desk@dkv.be
• Handling requests from:
• Users unable to create tickets
• Badge and visitor access requests
• Newcomers onboarding support etc. 3. User & Access Management
• User account creation, modification, and deletion
• Password resets and account unlock (user accounts, privileged accounts, AS400, IGNITE)
• Coordination with IAM and Security teams
• Access management and user creation for Ergo-World, SAP, Mitel 4. AS400 Support (3 environments) – Knowledge on AS400 is required.
• Creation and maintenance of AS400 user profiles
• Session configuration support
• Unlocking locked files
• First-line troubleshooting of AS400 issues
• Evening closure of the systems + support during deploys
• Libraries restore on demand of IT-Accounting team + Data Refresh Execution of AS400 data refresh during business hours requires one dedicated agent with full focus 6. Hardware & Workplace Support
• Laptop installation and configuration (new hires, replacements)
• Handling hardware failures and urgent replacements
• User support for unexpected technical issues 7. Meeting Room & Onsite Support
• Setup and troubleshooting of meeting rooms equipment:
• ClickShare, cameras, microphones, HDMI cables, etc.
• Live meeting support and urgent interventions 8. Security & Incident Handling
• Reporting phishing and security-related incidents
- handling first steps and communication with user (immediate response and risk mitigation.)
• Coordination with Security team 9. Operational & Shift-Related Tasks
• Creation of RFD for SAVSYS evening shifts (monthly)
• Support of evening and operational processes: KVTAGEND + evening jobs
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