Description
IT Site Support Technician - Brussels, Belgium - English and German speaking
START: SEPTEMBER
(Support Consultant, 1st Level Support, First Level Support)
One of our Major Clients is urgently looking for an IT Site Support Consultant.
Please find some details below:
Consultant position description
The consultant will be part of the ITSS Brussels Department and will reports to Regional IT Manager Mid and South Europe
Job description
The consultant will be primarily responsible for getting control and stable performance on ticket backlogs incl. Work Orders for Belgium, Switzerland and Germany in HPSM9 and Propel.
Moreover the consultant will handle:
1st level ticket reception and resolving
Answering calls within agreed SLA and creating tickets according to process
Handling e-mails related to new and open tickets according to process
Writing ticket updates within SLA
Follow-up on incidents and requests, including actively calling people
Translations from German to English and vice versa, according to the needs
Translations of End User information into technical information and vice versa
Capturing of improvement possibilities
Remote connection to end user PCs in order to identify, classify or fix issues when required
Keeping Asset Management and Documentation up to date, using tools such as AMMO FlexDeploy, the Mobile Phone Usage reporting tool, etc.
Procurement and/or Goods Receipts according to process
Requests for approval and packaging of new software, according to the process, including the writing of installation documentation for the packaging team and the necessary chasing
Ideally, the consultant will also:
Use Service desk reporting (SM9 interactions, SM9 incidents, Propel requests, BT call centers stats, etc.) to identify the need for additional information/training
Train the rest of my team on items related to Service Desk procedures, according to the needs identified
Act as key counterpart for the Service Coordinator, ensuring communication between that role and the ITSS team.
Mandatory Fields
1. Fluency in English, spoken and written, including the ability to communicate clearly and concisely with non-technical, non-native/fluent English speakers on IT related matters
2. Ability to absorb large quantities of information; eagerness to learn and ability to go and look for information where it is available
3. Ability to work, according to the processes, in an organised, methodical, structured and meticulous way and to improvise where necessary
Please send CV for full details and immediate interviews. We are a preferred supplier to the client.