Referentienr.: HQ00009653
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E-Resourcing - IT Helpdesk

Ref.: HQ00009653

We are looking for a Helpdesk for one of our client in Hasselt:

Tasks

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 French / Dutch and English,.

Ability to work independently

Typically requires 18 months of relevant work experience - Help Desk

implementation experience a plus

Beschrijving bedrijf

E-Resourcing successfully delivers recruitment services backed by professionals with an average of 15 years industry experience. The company combines traditional 'best in class' recruitment practices with state-of-the-art web and database search skills.

E-Resourcing provides recruitment services:
- For Contract, Permanent and other flexible outsourced resource solutions
- Across IT and Telecoms sectors
- Throughout the UK, and Internationally
- With additional focus on specialist skill areas

With this expertise and experience we deliver innovative solutions and are committed to raising the standards of service to a level higher than clients and applicants are accustomed to.

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