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I.R.I.S. (Canon Group) - User Support Person

The purpose of the function is to provide basic and advanced technical support (Level I and Level II) to clients of the I.R.I.S. International Organisations department.




  • This function includes:
    • Ensure multi-language support (English essentially)
    • Handle accurately and timely user requests issued by phone, e-mail and via a ticketing application
    • Correctly prioritise and categorise the requests according to the project scope and context
    • Answer to user request and escalate issues to appropriate third party based on the issue type
    • Document the request resolution
    • Discuss cases and share information with the team members
    • Provide support to less experienced team members
    • Gives regular feedback to the manager about the most recurrent issues
    • Provides the manager with information for the operation reports
    • Attend operational meeting with client when requested based on incidents to be discussed
    • Take part to the creation, the update and the diffusion of the service desk knowledge base
  • This job does not manage any subordinates.



  • The person is able to:
    • Acquire sufficient knowledge of the user and administration functions of the supported application by reading technical documents (functional analysis, use cases, requirements...)
    • Acquire sufficient knowledge about the supported business by reading documentation (e.g. regulation, legal document...)
    • Read and interpret log files
    • Understand basic Network knowledge (VPN, IP resolution, certificate handling, Sftp)
    • Acquire sufficient knowledge to understand monitoring alerts
    • Write and execute Standard Operation Procedures
    • Write user documentation
  • The persons can demonstrate the following skills:
    • Spoken languages: English and French
    • Written language: English
    • Writing capabilities
    • Good knowledge of Windows and MS Office.
    • Basic knowledge of HTML
    • Basic Network knowledge (VPN, IP resolution, certificate handling, Sftp,)
  • The following skills are an advantage:
    • Database basic knowledge
    • SQL querying basic knowledge
    • Knowledge of a ticketing tool (JIRA, Smt, Otrs...)
    • Knowledge of a Content Management System usage (e.g. SharePoint)
    • Knowledge of Active directory
  • The person must be available for specific service desk time schedule (7:00 - 15:30, 10:30-19:00 or 9:00-17:30) and for possible extended time service during public holidays or for 24/7 in standby mode.
  • The person has at least 1 year of experience in a Technical Support position.

Description société

About IRIS

Created in 1987 as a spin-off of the Catholic University of Louvain-la-Neuve, IRIS has been a member of the Canon Group since 2013 and has become a competence center in Information Management for the entire Japanese organization. Headquartered in Belgium (Louvain-la-Neuve), our offices are located in 7 countries in Europe, Asia and America.

Our mission is to help individuals, companies, public administrations and international institutions to better manage their information and to transform their main asset into digital data, easy to archive, easy to share and easy to convert into valuable and actionable content.

Our group is organized in two divisions, IRIS Products & Technologies and IRIS Professional Solutions.

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