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IT Service Desk Analyst - English/German

Posted on Dec 29, 2021 by TALENT - IT

Brussel, Belgium
IT
Immediate Start
Annual Salary
Full-Time

IT Service Desk Analyst - English/German for an international Company in Brussels (onsite)

No experience required

2 week paid training on the job

Any other language is an asset (Spanish, Dutch, German, Danish, Finnish, Norwegian, Portuguese, Russian, Swedish, Turkish)

Your mission:

  • To provide a single point of contact for all IT related requests
  • Ensures that requests are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures
  • Provide first level support to Users for systems, products, services
  • Own all calls to resolution
  • To provide statistical information and reports when required
  • Proactively work to achieve a high level of first time fixes

Tasks

  • Provides an effective interface between Users and service providers, including logging/documenting Incidents, Problems and Changes. Effectively communicates call progress and ensures all diagnostic information is provided for error resolution and incident analysis.
  • Assists Users in making more effective use of systems, products and services, making initial diagnosis of issues and giving clear and concise advice on known solutions where applicable.
  • Provides clear and concise information on Changes, Known errors, Changes in availability, New Facilities, etc.
  • Maintains accurate log entries of requests with call/resolution & follow up details. Follows agreed procedures and maintains documentation/knowledge base to establish possible solutions to calls.
  • Follows agreed procedures and responds to requests by providing information to enable Users to solve their issues.
  • Promptly allocates unresolved calls as appropriate, by adhering to set escalation procedures.
  • Follows agreed procedures, maintains and reports up to date and accurate inventory information on the organisation's IT assets and User information.

Profile

  • ITIL certified is an asset, not a must
  • Educated to High school level
  • Language (fluent): French/Italian/English. Proficiency in English is required for internal communication.
  • 1-2 year(s) experience in a similar position (0-1 year for junior role)
  • Ability to learn new ideas and concepts and respond flexibly to challenges
  • Displays the ability to work in a co-operative, pro-active and flexible way with customers of all levels of seniority
  • Preferable IT based qualifications (MCP, etc)
  • Experience and interest in client hardware & software
  • You have the necessary documents and permits to live and work in Belgium

Competencies

  • Communication
  • Personal Effectiveness
  • Interpersonal Skills

Further information:

  • MAIN CONTACTS: IT Service Desk Manager and Teamleaders, external parties, Local Support managers and professionals, Central IT Service Providers, and various Business Users.

REQUIRED LANGUAGES:

  • Depending on the country you are working for: Italian, French and English. Any other language is an asset (Spanish, Dutch, German, Portuguese, Russian, Danish, Swedish, Norwegian, Finnish, Turkish).

Reference: 1445079542

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