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