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Harvey Nash - Helpdesk Officer

Mission and Context


From our client Helpdesk, provide first line support to end users either by phone or any other communication means.

Manage the ticket and allocate the tasks to the Service Queue.




  • 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



  • 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
    • Oral and written proficiency in Dutch (technical English)
    • Ability to work independently
    • Typically requires 18 months of relevant work experience - Help Desk
    • implementation experience a plus



  • Job mainly based in Hasselt with some travels to different client locations (Gent, Antwerpen, Brussels).
  • Flexibility is key

Description société

Harvey Nash Belgium is since many years the loyal partner for clients and professionals. We guarantee professionalism in the entire search for the right match. We know the market and its players and are aware of the most recent developments. With more than 20 years of talent acquisition experience within Belgium, Harvey Nash are experts in IT & Engineering.

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