N° Référence: 3480
Présentation société Voir les autres offres

Getronics - Service Desk

Réf.: 3480

Job Purpose 

  • Provide first line remote technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis and resolution of client problems.
  • This may range from very straightforward problems through to more complicated issues.
  • Agents are required to respond to a large volume of calls and within a short talk time while also providing a high degree of client satisfaction.
  • The Shared Services Center operates during extended opening hours



  • Answers calls within stated time guidelines.
  • Analyses and interprets client inquiries to ascertain and solve issue.
  • 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.
  • Liaises internally with expert teams (2nd line) to enable client queries to be answered and problems solved


Qualifications and requirements:

  • Team player who can work independently.
  • First experience on a 1st line support position is a plus. Starters with a strong IT profile can apply.
  • ITIL knowledge (being certified is a plus but not mandatory)
  • Knowledge of an ITSM-tool (ServiceNow experience is a plus)
  • Good communication skills in NL, FR and EN
  • Flexible: working in shifts mon-fri: from 7am to 9pm (sometimes on Saturdays, holidays and stand by (24/7)

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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