N° Référence: HQ00009302
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E-Resourcing - IT Helpdesk Agent

Réf.: HQ00009302

We are looking for an IT Helpdesk for one of our client.

This function will be a mix of IT Helpdesk - IAM (Identity Management) and IT Provisioning.

The job will be mainly located in Hasselt but from time to time the candidate will travel across our client's local site.




  • Log every Incident or Service request with correct detailed information in the ITSM tool (Remedyforce) 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



  • good level in Dutch, English and French
  • Itilv3 Foundation certified (is a plus)
  • MS Office 365 suite and Windows 7/10 OS
  • Understanding of Web/Internet/Intranet/ VPN/Citrix technologies
  • Active Directory / User management (IT Security basic awareness)
  • File Management - MS SharePoint - Onedrive
  • 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

Description société

E-Resourcing successfully delivers recruitment services backed by professionals with an average of 15 years industry experience. The company combines traditional 'best in class' recruitment practices with state-of-the-art web and database search skills.

E-Resourcing provides recruitment services:
- For Contract, Permanent and other flexible outsourced resource solutions
- Across IT and Telecoms sectors
- Throughout the UK, and Internationally
- With additional focus on specialist skill areas

With this expertise and experience we deliver innovative solutions and are committed to raising the standards of service to a level higher than clients and applicants are accustomed to.

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