Talencia Consulting
Il y a 3 semaines
Brussels Brussels Region, BRU, Belgique
JoBBsquare Belgie
Temps plein
Gratuit avec email ou Google
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Gratuit avec email ou Google
We are looking for an experienced IT Helpdesk Agent (L1) to join an IT support team.
Key responsibilities
- Act as the first point of contact for IT incidents and service requests.
- Manage tickets through the ITSM platform, ensuring accurate categorization and prioritization.
- Resolve Level 1 issues, including password resets, account management, Hardware/software troubleshooting and connectivity problems.
- Escalate more complex incidents to L2/L3 teams with proper documentation.
- Ensure SLA compliance and provide regular updates to end users.
- Contribute to the knowledge base by documenting recurring issues and solutions. Required Skills
- Windows 10/11 & Microsoft Office 365
- ITSM tools (ServiceNow, Jira, Remedy or similar)
- Active Directory & user account management
- Basic networking & VPN troubleshooting
- ITIL Foundation knowledge Nice To Have
- Google Workspace tools
- Experience in large enterprise environment Soft Skills
- Customer-oriented
- Strong communicator
- Stress-resistant
- Team player
- Languages: Mandatory : English + French + Dutch English Français Nederlands
Key responsibilities
- Act as the first point of contact for IT incidents and service requests.
- Manage tickets through the ITSM platform, ensuring accurate categorization and prioritization.
- Resolve Level 1 issues, including password resets, account management, Hardware/software troubleshooting and connectivity problems.
- Escalate more complex incidents to L2/L3 teams with proper documentation.
- Ensure SLA compliance and provide regular updates to end users.
- Contribute to the knowledge base by documenting recurring issues and solutions. Required Skills
- Windows 10/11 & Microsoft Office 365
- ITSM tools (ServiceNow, Jira, Remedy or similar)
- Active Directory & user account management
- Basic networking & VPN troubleshooting
- ITIL Foundation knowledge Nice To Have
- Google Workspace tools
- Experience in large enterprise environment Soft Skills
- Customer-oriented
- Strong communicator
- Stress-resistant
- Team player
- Languages: Mandatory : English + French + Dutch English Français Nederlands