N° Référence: 3130
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Getronics - 1st Line Service Desk Agent

Réf.: 3130

Your role


We are hiring a first line Service Desk Agent for the European Commission based in Brussels.

You will be responsible to take end-user problems into your own hands. You are expected to give a high-level of customer service to end-users who need your assistance.

You will be responsible for the following tasks:

  • Answers calls within stated time guidelines.
  • Analyses and interprets client inquiries to ascertain and solve issues.
  • Provides accurate and creative solutions to client problems meeting all pre defined quality measurements.
  • Escalates calls within stated guidelines.
  • Provides information, advice or instruction in response to client inquiries.
  • Provides a high degree of client satisfaction in all work undertaken.
  • Receives and records client inquiries and processes paperwork/systems relevant to client queries. Complete documentation is required.
  • Liaises internally to enable client queries to be answered and problems solved.
  • Resolves incident using remote control tools or on-site.
  • Monitors progress of incident resolution within agreed service levels and keeps users informed.
  • Installs and configures PC environments.


Your profile

  • Ideally an educational background in IT
  • Knowledge of all-round IT (Office, Windows, Hardware, etc)
  • Experience with ticketing systems (HP Service Center, etc)
  • Able to work in an international and multicultural environment
  • A team player with strong communication skills
  • Knowledge/experience of ITIL is a plus
  • Flexible
  • Motivated to learn
  • Eager to help
  • Follows procedures
  • Soft Skills:
    • Fluent in both English and in French
    • Strong communications skills

Description société

Getronics is an ICT Services company with an extensive history over the past 125 years. As an expert in workspace management services, connectivity, data centres, and consultancy, Getronics is well positioned to offer best of breed ICT services to many of the FTSE 500 businesses and Public Sector organisations in the world today. To do this, Getronics has a complete portfolio of integrated ICT services for the large enterprise market and works according to a Global Service Delivery Model ensuring that services are provided consistently throughout the world, together with the Getronics Workspace Alliance.

With 2,800 employees in Belgium, Luxembourg, the United Kingdom, Ireland, Switzerland, Germany, Hungary, Malaysia, Singapore, India, and South Korea, Getronics reported full-year revenues in excess of €450 million in 2011. Since 1st of May 2012, Getronics has been part of AURELIUS AG Group, an industrial holding company headquartered in Munich, Germany.

Getronics believes that ICT should enable people to collaborate anytime, anywhere: a vision that we call 'the New World of Work'. That's why we've said goodbye to old habits such as strict working hours and complicated IT-procedures. Instead we've welcomed management by results and people-centric technology. It's a new and improved way of looking at productivity and responsibility.

Ready to be part of the New World of Work?

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