Reference no.: ORQ-36364
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Centric - Service Desk Agent L1&L2

Ref.: ORQ-36364
Centric - Service Desk Agent L1&L2
Ref. ORQ-36364

A Service Desk Support Analyst provides a single point of contact for a customer's IT problems and enquiries. They need to work to tight deadlines, handle a large number of calls or e-mails, and find solutions to help make a difference to our customers.

 

Range of Activities and Tasks

  • Take and receive all customer calls in a professional and courteous manner
  • Follow procedures to ensure all calls are identified as 'in' or 'out' of contracted scope;
  • Provide 'first time fix', wherever possible;
  • Apply known solutions, advice and guidance to customers;
  • Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams;
  • Log all calls, using the designated call handling system and entering detailed and accurate information;
  • Manage administration tasks within the team, e.g. mails, PC requests, WLAN
  • Assign any problems which cannot be resolved during the call to the appropriate support group;
  • Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group;
  • Identify common and large scales problems and alert the Incident Manager & Team Leader to these;

 

Competence Requirements     

  • General:
    • Team worker
    • Target driven
    • Good general management and business process skills and abilities;
    • Presentation skills;
    • Communication skills - both written and verbal;
    • Ability to develop good relationships with customers and assess their needs;
    • Ability to remain calm under pressure and in crisis;
    • Ability to provide on the job training to others;
    • Good listening skills;
    • Good interpersonal skills and customer interface skills - both on the phone and in person with customers and colleagues;
    • Good communication skills - in particular verbal and telephone enquiry handling skills;
    • Ability to work within a target oriented environment;
    • Good analytical skills and an ability to define the precise nature of customer problems;
    • Ability to conceptualise problems;
    • Ability to give specific and clear instructions and problem-solving advice;
    • An ability to work with other support teams to resolve issues and understand their function.

  • Technical:
    • Understanding of PC technologies;
    • Ability to grasp new technical concepts quickly;
    • Understanding basic Windows operating systems and MS application and common fixes to issues including email Exchange
    • Being able to diagnose issues affecting desktop performance, both generic issues affecting estate and specific desktop PC issues
    • Knowledge of the ICT infrastructure (Hardware, databases, operating systems, local area networks etc used within own organization.
    • Understanding of applications used and applying common desktop related fixes such as application not launching, freezing or missing.
  • Details technical:
    • Ticket tooling: Sdm12, Remedy
    • Office applications
    • SCCM basics
    • Active Directory
    • Windows 7
    • Lotus Notes
    • Remote control tools eg Dameware
    • Mobile Device Support - Android/Iphone
    • Print Management
    • SAP Reset Tool
    • Software Client Center
    • Passafe
    • Antivirus tools: McAfee
    • Backup software eg Easus

 

Extra information

  • Location; flexibility is required (Region of Oostkamp and Brussels)
  • Work is shifts (Within Belgium business hours (07.00 - 18.15). Morning, day or evening shift
  • Languages, Goodknowledge of Dutch, French and English 
  • Guard 1 time a month (24/7 outside business hours)
 
 
 
 
 
 With 400 employees Centric Belgium is a significant player in the Belgian IT market. We are headquartered in Oostkamp (Bruges), with an additional site in Zaventem (Brussels). Centric Belgium serves around 1,000 clients in Belgium, from small and midsize companies to multinationals.

Centric Belgium's three key competencies are: IT Solutions, offering construction of standard software for markets such as the construction and retail sectors and the supply chain; Systems & Services, providing management and optimisation of systems and infrastructure for medium and large companies; IT Professionals, supplying high-level IT consultants.
   

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