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Support Desk Agents

Inavise Tech

Posted on Apr 14, 2021 by Inavise Tech

Brussel, Belgium
IT
Immediate Start
Annual Salary
Full-Time


We are looking for entry-level candidates for a number of Support Desk Agent positions in Belgium. Knowledge of IT, good customer service and fluent English and French are required.

Requirements:

  • Basic all round IT Knowledge, including Microsoft Office (2019/365), Operating System (Microsoft, Linux, Mac), Video Conferencing (Skype, Teams, Zoom, WebEx) and teleworking (Pulse secure, VPN)

  • At least 1 year(s) of work experience in a similar job (traineeships count as experience).

  • Languages: English (Fluent), French (B2)

  • Experience with ticketing systems (HP Service Center or other Ticketing systems).

  • Knowledge of/or experience in ITIL environment

  • Soft skills: excellent customer service, written and verbal communication, analytical and problem solving, team player, perform under pressure, reliable.

  • Comfortable in an international and multicultural working environment.

Job description:

  • Provide support and customer service.

  • Respond to requests for assistance received from end users by phone, mail or via other interactive platforms - for example: chat tools - etc (Fist-line customer liaison).

  • Diagnose and resolve technical hardware and software issues

  • Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.

  • Record and track all the interactions in the ticketing system (Service Management Tool, SMT)

  • Monitor progress of incident resolution relative to the appropriate SLA.

  • Managing the incident life cycle, including closure and verification.

  • follow up with end users to ensure complete resolution of issues

  • Participate in reconfiguration and installation of PC environment.

  • Follows standard service desk procedures & processes.

  • follow up with customers and users to ensure complete resolution of issues

  • Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.

  • Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.

  • Review and keep documentation up to date (SharePoint, Knowledge base, etc.).

Working Conditions:

  • Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.




Reference: 1164863860

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