Description
ICT Service Center Support Consultant
I'm seeking for my client a ICT Service Center Support Consultant
Project description:
1st & 2nd line support
Back-up McAfee Administration Windows PC Administration
Participation in projects and service improvements: Lync, Local admin accounts, process improvements, WOW, etc...
Activity name:1st & 2nd line support
Activity description:
Functional:
* Log every incident or Service request with correct detailed information in the Service Desk Too"
*Restore normal service as quickly as possible in case of incidents
*Meet or exceed targets set by SLA for addressing Incidents or Service requests
*Escalate incidents to the appropriate team if you cannot resolve the issue within pre-defined time intervals
*Escalate issues to management
*Verify closure of Incidents and Service Requests as appropriate and after verification with the user/requestor
*Ensure Service requests are routed to the appropriate service provider
*Assist as a member of the team in the development and maintenance of the service desk application, liaising members to keep up to date
with knowledge about the use of defined tools, templates and standards
*Organize work efficiently and effectively with guidance from the ICT Service Center Manager
*Maintain up to date knowledge of services available
*Provide correct work instructions
'Documentation: ensure EHBO and FAQ documents are created, kept up-to-date & made available
Relationship management:
*Communicate courteously and effectively to ensure customer satisfaction is maintained
Activity name: McAfee & Windows PC administration, Projects & Service Improvements
Activity description:
Functional:
* Be the backup for the imec McAfee administrator
* Provide Antivirus support (also in Cleanroom - Safety training obligatory)
* Pro-actively monitor ePo reports
* Windows PC administration tasks
* Involvement in projects with impact on Service Center (eg Lync rollout)
* Involvement in Service Improvements:
Pro-actively participate in proposals to improve current WOW
Participate in workshops around these topics
Use personal experience to help the team forward
Relationship management:
*Be a teamplayer, work together, help improve team atmosphere
Environment (HW/SW):
Hardware and software support, incl. printing & audiovisual
Skills:
Language skills: Dutch and English
Technical skills:
*Office 365
*Active Directory 2010
*Exchange Server 2010
*SAP user management
*Distributed File Server (DFS)
*Windows 7
*ImecInOne ticket tool
*McAfee Admin (ePo server)
*Sharepoint 2013
Business Skills:
*Insight in Business organization and processes
*Provide routine oral and written information clearly and concisely
*Ability to deal professionally and calmly with users not as technically aware as they are
*Customer and results focus
*Stress resistant
People skills:
*Excellent Relationship & communication skills, polite, correct.
*Teamplayer
Location: Leuven
Full-time
Duration: 2 months - July & August
Languages: Dutch & English
If you want to apply, please forward me your updated CV ASAP.
ICT Service Center Support Consultant