description du poste

Provide first line support to end users either by phone, chat, mail or any other communication means as well as deliver on-site support at site. Manage the ticket and allocate the tasks to the Service Queue. Tasks Log every Incident or Service request with correct detailed information in the ITSM tool (4me) when it is reported directly to you by phone or by e-mail Perform the triage activity based on our knowledge base in order to reach effectiveness in the allocation process to the IT Service Queue Meet or exceed key performance indicators set by Service Levels for addressing response to Incidents or Service requests Forward incidents / tasks to the appropriate support team if you cannot resolve the issue within pre-defined time intervals or following the work instruction provided Escalate potential issues or request for escalation to the Service Desk Escalation Manager Verify closure communication of Incident and Service Request as appropriate and after verification with the user / requester Assist as a Help Desk member in the improvements and maintenance of the service desk application, to keep up to date with knowledge about the use of defined tools, templates and standards. Organize work efficiently and effectively under the guidance from your manager Undertake training and development where necessary to maintain awareness of new and emerging technologies Maintain up to date knowledge of IT services available Prepare and deliver end user Hardware equipment (laptop, SIM card, headphone, keyboard) to user and/or install them at an flex desk (screen, desktops, printer) Asset and stock management of IT end user Hardware Assist users with software support on BYOD (laptop, mobile phone) Technical skills Itilv4 Foundation certified MS Office 365 suite and Windows 7/10 OS Basic understanding on how to install and troubleshoot software and end user Hardware Understanding of Web/Internet/Intranet/ VPN/Citrix technologies Active Directory / User management (IT Security basic awareness) File Management - MS SharePoint - OneDrive Use of a IT Service Management tool is an asset Business skills Customer oriented attitude and results focus Insight in Business organization and IT processes Provide routine oral and written information clearly and concisely Ability to deal with IT professional / VIP People Excellent relationship skills, polite Being empathic Communication skills Stress resistant Flexible Experience College degree optional, specialized training, or equivalent work experience French or Dutch native speaking, English Fluent, (Dutch/French as 3rd language is an asset) Ability to work independently