Service Desk Agent - Antwerpen, België - Serve 4 Glory

Serve 4 Glory

Geverifieerd bedrijf

Antwerpen, België

1 week geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

The responsibility of 1st Level Support is to register and classify received Incidents (unexpected

interruptions or degradations in the quality of an IT service) and to undertake an immediate effort in order

to restore a failed IT service as quickly as possible (mainly by providing a Workaround or Solution following

known problems or procedure defined in Knowledge Base).

Incidents are reported via:

Selfservice portal
Mail
Phone
Frontdesk
Teams (?)
Bot

If no ad-hoc workaround nor solution can be achieved, 1st Level Support will transfer the Incident to

expert technical support groups (
2nd
level support). Able to understand the business impact of the

incident, the urgency and therefore set the correct priority.

1st Level Support also processes Service Requests (resetting a password, setting up a new company

laptop, or moving equipment from one location to another, ) (following procedures defined in

Knowledge Base) (Can be reported via a Service Catalog when ready ).

Will report all ambiguous instructions to continuously improve service operations to the service desk

coordinator. 1st Level Support keeps users informed about their Incidents' status at agreed intervals

(SPOC).

Vereisten:

Be able to properly register incidents / service requests and follow KB known problems and procedures to resolve/restore service
Experience of ITIL principles and working practices (plus)
Pass ITIL certification within 6 months
Experience of core Microsoft technologies

Microsoft Office 36

Windows X (equivalent knowledge certification MD100)
Excellent written and verbal communication skills (English, Dutch / French)
Userfocused > Customer focused > Customer experience
Able to perform under pressure, maintaining quality of work
Teamworker
Flexible
Takes ownership

- (on-duty call ?)

Voordelen:

Contract for an indefinite period supplemented with fringe benefits.
In addition, you can choose a car from our extensive fleet
But we give you the chance to build your career the way you want. We facilitate training, opportunities and personal development.
Fun is an important factor for us and we provide fun events such as a ski trip, incentives,...

Functiegegevens:

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