Job description
From the client Helpdesk, provide first line support to the client end users either by phone or any other communication means. Manage the ticket and allocate the tasks to the Service Queue.
What you'll do
- 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
- Organize work efficiently and effectively under the guidance from your manager
- Maintain up to date knowledge of IT services available
Profile
- Technical skills : ITILV3 Foundation certified 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 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, specialized training, or equivalent work experience French Native speaking, Dutch Fluent/Moderate, English Fluent Ability to work independently Typically requires 18 months of relevant work experience - Help Desk implementation experience a plus
- Practicalities : The person needs to be as well flexible with regards to the working from different sites. ASAP
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